Service Desk Team Leader

OVERALL ROLE OBJECTIVE: The post holder will oversee the specific Service Desk team and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritisation and resolution of end user Service requests, including the monitoring, tracking and coordination of Service Desk functions. Drive process improvement within the Service Desk team ensure that Service Levels and procedures are adhered to.

JOB SPECIFIC RESPONSIBILITIES: The post holder will: 1. Provide leadership and direction to members of the Service Desk team (Triage) 2. Manage the processing of incoming Service Requests received by the Service Desk to ensure courteous, timely and effective resolution of end user issues 3. Enforce request handling and escalation policies and procedures 4. Regularly review open service requests and escalate to team members where necessary. 5. Monitor and report on closed service requests to ensure problems have been adequately resolved and completed in line with IS procedure. 6. Ensure accurate problem assessment and incident closure detail are documented and proper routing procedures are followed. 7. Track and analyse trends in Service Desk requests and generate statistical reports and metrics on a weekly basis and make recommendations to management for improved responsiveness and service levels. 8. Oversee the development, implementation and administration of Service Desk staff training. Ensure that all Service Desk team members are appropriately and adequately trained and are made aware of changes in the IS environment to better service the business. 9. In conjunction with the other Service Desk Team Leaders and Global Service Delivery Manager, drive service request volume reduction, increase first time resolution rates, reduce service request aging and improve overall customer satisfaction. 10. Be a customer advocate by liaising with business managers to understand the customer satisfaction levels within each of the business units. 11. Identify and agree the scope of roles and responsibilities for any project work being undertaken by the Service Desk team with the relevant project manager 12. Drive improvement in the team by constantly reviewing policies and procedures and implementing change when necessary ensuring that industry best practices are implemented 13. Be available for out of hours support if needed

This role requires coverage beyond normal working hours on a regular basis and it is a condition of your employment that you are able to fulfil this requirement of the role. QUALIFICATIONS

Educated to a Degree level (or equivalent) in an IT discipline EXPERIENCE

Previous experience within a supervisory/people management role Previous Service Desk Experience Previous experience within a Team Lead role involving the prioritisation and scheduling of workload Previous experience in adhering to Service Level Agreement requirements

KEY SKILLS

Ability to organise, plan and prioritise tasks within a high volume, time focussed environment Ability to maintain a high level of accuracy and attention to detail in all work undertaken Excellent communication skills (both written and oral)