Service Desk Shift Leader at Believe Resourcing Group

About the role:

The Service Desk Shift Leader provides support and a point of escalation to a team of Service Desk analysts, as well as assisting the Team Leader with their responsibilities. Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. The role endeavours to provide all customers with the best level of customer service and support, maximising productivity and improving service delivery to achieve and exceed SLAs (Service Level Agreements), OLAs (Operational Level Agreements and KPI (Key Performance Indicators) targets.

Responsibilities:

• Provide support and a point of escalation to a team of Service Desk Analysts and assist the Team Leader in their day-to-day responsibilities
• Support with the delivery of training across the Service Desk
• Contribute to the timely resolution of customer complaints and escalations, suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
• Identify and escalate any potential breach of service level or risk, where possible, mitigating breach and managing to resolution
• Provide relevant stakeholders within Services with reports as and when required.

Requirements:

• Awareness of ITIL methodologies and best practice
• Knowledge of the working practices of the area responsible for
• Good working knowledge of Microsoft Word, Excel and Outlook
• Previous supervisory experience
• Team focused – a genuine passion for leading individuals to deliver excellence through continuous development and improvement
• Previous Supervisory/Management experience
• A passion to deliver excellent service with service level management and experience
• Effective communication and interpersonal skills with internal and external stakeholders
• Creative and innovative problem-solving skills with an inquisitive nature
• Analytical with attention to detail
• Ability to work as a team to support and influence team members
• A desire to take ownership and accountability to see your work through to resolution
• Ability to work under pressure and to tight deadlines
• A patient, tolerant and supportive team member