Job Reference: BBBH38811
Job Duration:
Start date:
Description:
Service DeskManager (MSP)
Salary: Around £65,000
Location: London/Wolverhampton (at least 2 days will need to be spend at either sites, travel will be claimed back via expenses).
Duties and Responsibilities include but not are limited to the following:
*Maintain and supervise the day-to-day operation of the IT Service Desk, providing a single point of contact for raised incidents, requests, and the rectification of underlying problems.
* Assist with Major Incidents when necessary, including out of hourssupport, ensuring the IT Department and users are kept informed.
* Key stakeholder for ensuring all SLAs and OLAs are met with all clients as part of managed services.
* Assist with the production of statistics and management reports.
* Management of the incident management process, e.g. problem trending.
* Deliver effective Service Delivery in line with ITIL standards, providing advice and guidance, ensuring resolution within agreed timescales and that User expectation is managed effectively.
*Ensure that all incidents are dealt with according to their standards and procedures including the processing of all requests.* Responsible for working practice accuracy, implementing a framework of continuous assessment and improvement to ensure increases in first time fix rates.
* Deliver first class technical support with exceptional customer service and timeliness workingclosely with external teams. Oversee the resolution of incident and requests.
* Understand the importance of teamwork, customer relationships and cultural awareness and dealing effectively with any difficult situations that may occur. Escalating failures, risks and complaints to management team and Managing Director.
* In the event of Major Incidents, investigate the impact andextent of the incident providing the appropriate third line teams with the essential details as a matter of urgency and followthe Major Incident Procedure accurately.
* Performance Management of the service provision, ensuring incident queues are keptup-to-date and users regularly informed of progress.
* Ensuring the effective knowledge transfer occurs across the entire service desk in order to enhance team flexibility and functionality.
* Management of tools, processes, personnel and training areadequately maintained to realise an effective and efficient incident and request fulfilment process.
* Assist in the recruitment and development of the team, mentor, coach and assist analysts
* Work alongside the Managing Director and in the development and improvement of the service, support, processes and procedures and oversee and update the knowledge base in conjunction with the ITIL framework.
* Responsible for establishing and maintaining process documentation, liaising with resolver teams.
*Prepare the staff rota and organise resources to cover all shifts particularly during holiday cover, unplanned absence, public holidays, training and meetings, ad hoc work tasks and projects assigned by the Managing Director ensuring optimal performance. Plan suitable resources to answer the Service Desk telephone and mailbox, resolve outstanding tickets, complete administration and prepare equipment to meet KPIs.
* Work with the HR Director to administer and deliver training modules within the Learning Management System (Talent LMS).
* Work closely with the Account Management team to ensure service review meetings demonstrate delivery of their promise.
Knowledge, skills and experience
* Experience of managing a service desk
* UnderstandingMSP functions and KPIs
* A thorough knowledge of service desk operations and using call logging systems
* Experience of working in an ITIL environment. ITIL Foundation Certificate required
* Experience of working with incident, service request and problem management processes
* Ability to identify and develop solutions to enhance and maintain IT services
* Windows Client(MCSA certification or equivalent advantageous)
* Active Directory & MS Exchange
* Contact Relationship Management System (InterAction advantageous)
* Mobile Device Management (MobileIron advantageous)
* Telephony administration (Mitel advantageous)
Attributes
* Strong Stakeholder Management experience
* Superb customer service, telephone and client facing skills
* Excellent written, oral and presentation skills
* Exceptional analytical and troubleshooting skills
* Strong attention to detail
* Excellent team player but with the capacity to be strongly self-motivated.
* Pro-active in seeking out tasks and executing accordingly.
* Ability to deal with difficult or demanding situations in a calm and professional manner.Key benefits
· 25 days of annual leave with the option to carry 5 days forward.
· Company paid sickness
· Interest-free season ticket loan (following completion of probationary period)
· Group personal pension (via salary sacrifice)Lifestyle benefits
· Eye tests
Wellness benefits
Private medical insurance (personal)
Industry: IT
Salary: £60000.00 - £70000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Callum Ives
Website: -
Direct Application URL: -