Service Desk Manager
Recruiter
Candidate Source Ltd
Listed on
3rd February 2020
Location
Coleshill
Salary/Rate
£30000 - £40000
Type
Permanent
Start Date
asap
This job has now expired please search on the home page to find live IT Jobs.
A provider of market-leading technology solutions to the recruitment industry is looking for a Service Desk Manager in Coleshill. You will be responsible and accountable for customer support and incident management function. From the point of ticket response through to customer feedback and resolution, the Service Desk Manager’s primary objective is ensuring the customer’s positive and successful experience in using the Service Desk and support resources. As a Service Desk Manager, you will:Ensure that the team clearly logs and categorises Customer Cases in the Incident Management software.Ensure the team deliver a high level of customer service to resolve incidents at all times.Manage ongoing relationships with third parties to ensure Mercury customers benefit from a good working relationship with other external support teams.Carry out regular case reviews with the team to assist with blocked issues and ensure accurate resolution recording and processes are followed.Respond to escalated, complex and high impact customer calls in a timely fashion within the Service Level Agreement. To be specifically responsible for customer communications for high priority issues.Ensure the wider Management team are informed of important issues and the business impact.Maintain confidentiality about the information being processed, stored or accessed to ensure it remains fully compliant and meets security policies.Ensure compliance with the company change management policies and standards.Maintain up to date knowledgebase articles, FAQs within Incident Management software.Ensure accuracy of system data so that relevant reports are accurate. We are looking for Service Desk Manager will the following skills and experiences:
Proven experience of managing an IT Service DeskA thorough appreciation of all core applications within the Support Agreements offered by the company including Office 365 (essential) and Microsoft Dynamics (desirable).Experience of managing offshore and overseas teams within the support function to help scope the tram and processes to operate internationally.The commitment to quality and a thorough approach to troubleshooting and testing.A commitment to continuous improvement. The dress code is office casual every day and they pay for lunch on the last Friday of every month which is usually something that is ordered in. If you don’t have MS Dynamics 365 experience, they will pay for you to complete the course to ensure you have the qualification as quickly as possible. You will receive 25 days’ holiday, permanent health insurance, free parking, a pension scheme and several benefits via Perkbox and regular social events.To apply for this Service Desk role, please click apply online and upload an updated copy of your CV.
Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
