Service Leader / Team Leader
Our client, the world's largest IT/consulting service, is seeking to hire a Service Leader to join their IT service desk, based in Greenock.
The objective of the Service Leader is to ensure that the helpdesk is the single point of contact between service providers and the client on a day-to-day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents, and making service requests.
The helpdesk has an obligation to keep the client informed of service events, actions, and service opportunities that are likely to impact the client service or operation. The helpdesk is accountable for accurately capturing relevant statistical data, measuring SLAs, and reporting variance in delivery performance to the service reporting function.
*Deliver service level performance targets in accordance with the 'outsourcing agreement contract' between the client and their customer
*Ensure adherence to processes and procedures
*Ensure SLA achievement for all helpdesk related services and drive helpdesk service and process improvements
*Escalation point for outages and disaster recovery for helpdesk
*Complete CSAT analysis, track and own actions to drive improvements globally
*Real-time ACD and analyst monitoring
*Real- time skilling during peak times
*Prepare and carry out coaching sessions
*Encourage and facilitate team personal development
*Maintain training and skill matrix helping to develop individual training plans to address weaknesses and improve quality
*Assist with compliance business controls submission and audit compliance completion for the helpdesk
*Ensure a high standard of customer service at all times.
Interested? Apply now!