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DATE ADDED: Tue 24/12/2019

Service Desk Team Leader

Edinburgh, UK


JOB TYPE: Permanent, FullTime

SALARY: 26820 - 30690

Permanent Full-Time, Edinburgh City Centre Salary: Negotiable dependent on experience Benefits: 11 in total including Full Medical Insurance This is an opportunity to join an awarding-winning, leading Managed Service Provider of IT services. Established in 2000, this company has grown from strength-to-strength. They have an exciting opportunity for an experienced Service Desk Team Leader to join the Service Delivery team. As a Service Desk Team Leader you will be responsible for: - Leading by example by providing exceptional customer service - Developing the service desk team to become the very best that they can be - Managing the day-to-day activities and performance of the team - Ensuring that targets are met, and performance targets adhered to The ideal candidate will lead and develop the service desk team to enable them to fulfil their objective of delivering exceptional customer service and timely resolution to customers' incidents. The Team Leader will maintain a stimulating working environment with a strong focus on learning and development. Key responsibilities: - Assist Analysts & the first line team (escalation point) when call volumes peak or when additional expertise is required - Ensure that all service desk staff have the right level and standard of training in order to perform their role effectively - Provide an exceptional customer experience - Achieve overall customer satisfaction (CSAT) of 95% - Achieve overall customer service level (SLA) of 98% - Ensure that incidents are dealt with according to customer and priority needs Essential Skills and Experience: - Microsoft's core business applications and operating systems. - Experience with Server hardware raid rebuilds and restores. - Understanding of WAN and LAN connectivity, routers, firewalls, and security - Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control. - ConnectWise Automate RMM Fundamentals or other - Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active Listening and customer-care) - Ability to adapt to changes quickly; self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver. - Typing skills to ensure quick and accurate entry of service request details - Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team - A full driving license - Professional IT Certifications. The hours of work are per week. This is based on a rota. Shifts falling between 07:30 - 18:00 with one in six Thursdays 13:30 - 22:00.