Jobs
>
Belfast

    Service Desk Manager - Belfast, United Kingdom - Ocorian group

    Ocorian group
    Ocorian group Belfast, United Kingdom

    2 weeks ago

    Default job background
    Description
    Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance
    We help clients succeed by unlocking new value through expertise, trust and scale.

    We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices.

    Our culture of support and recognition provides the tools and opportunities for you to grow, while unlocking the most value for our clients and making your mark withOcorian.


    Expertise:
    We deliver specialist, tech-enabled solutions for our clients grounded on deep industry expertise.

    Scale :

    With more than 1,500 colleagues, we operate across 20+ countries, our scale enables us to support our clients globally and locally, providing a seamless client experience across borders and service lines.

    Working within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards.

    The service desk manager will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service experience for users across the Group.

    The Service Desk Manager will represent the team to other stakeholders and help ensure that the Service Desk is constantly developing and improving.

    Lead and manage a team of globally dispersed Service Desk Analysts

    Setting SMART objectives for team and carrying out regular 1-2-1's and appraisals to review performance and addressing any under-performance rapidly in line with Group policy.

    Deliver excellent customer service by developing a customer focused culture within your team.
    Build and maintain knowledgebase, training, process, and procedure materials for Service Desk team.
    Conduct continuous improvement seeking opportunities to increase customer service, improve processes & procedures and enhance employee satisfaction.
    Management of all HR related activities relevant to your team
    Champion IT, and your team, across the Group
    Management and prioritisation of the team's workload ensuring availability of staff.
    Take ownership of project streams to drive results for the Group.

    Carry out daily reviews of the service desk teams open tickets to ensure adherence to process and SLA, providing 'on the spot' feedback to analysts where necessary.

    Create reports and dashboards to monitor team and individual service desk analyst performance against objectives.
    Review and approve invoices related to the ordering of new IT stock.
    Regularly audit the asset register within the ITSM Platform for end user equipment
    Take ownership of sending service outage and planned maintenance comms to end users.
    Develop a detailed understanding of the Group and departments that are supported.
    Build and maintain good relationships with the IT Team globally.
    LI-Hybrid

    4+ years' professional or technical experience in IT environment with a strong background in all aspects of customer service.

    Excellent team management, able to motivate and develop the skills of team.
    ~ Well-developed communication skills, including the ability to be influential and persuasive with stakeholders, often at a senior level.
    ~ Requires analytical judgement to determine solutions based on both the application of knowledge and experience as well as analysis of multiple data sources
    ~ Able to quickly understand, diagnose and assist with service impacting issues.
    ~ Strong focus on Continual Service Improvement and the ability to innovate with other areas of the Group to improve the service provided to users.
    ~ Experience managing projects / streams within projects to timelines.
    ~ Passionate about IT and providing an excellent customer service.
    ~ Skilled in using PowerPoint, Excel, and knowledge of Power BI an advantage.
    ~ Ability to conduct research into IT issues and products.
    ~ A willingness to support the future growth and success of the Group.
    ~ Experience working in an ITIL environment, ITIL 4 qualification an advantage.

    We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.

    We are AGILE – We act on our initiative to get things done for our clients.
  • VanRath

    Service Desk Manager

    2 weeks ago

    VanRath Belfast, United Kingdom

    VANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. · This is an opportunity to ...

  • VANRATH IT

    Service Desk Manager

    2 weeks ago

    VANRATH IT Belfast, United Kingdom

    VANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Team Leader. The successful candidate will play a vital part within the service management team and will be responsible for service desk operations. · This is an opportunity to ...

  • Ocorian group

    Service Desk Manager

    3 days ago

    Ocorian group Belfast, United Kingdom

    Fund services | Corporate | Capital markets | Private client | Regulatory & Compliance · We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corpora ...

  • Ocorian

    Service Desk Manager

    2 weeks ago

    Ocorian Belfast, United Kingdom Full time

    Job Description · Purpose of the Job · Working within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards. · The service desk manager will be responsible for managing and ins ...

  • Randox Laboratories

    IT Service Desk Deputy Manager

    3 days ago

    Randox Laboratories Antrim, United Kingdom

    Are you looking for an exciting career within a state of the art, innovative company? If yes, Randox could be the place for you. The successful applicant will be responsible for managing, mentoring, and developing the IT support team as we aim to provideand deliver a highly respo ...

  • Modis UK

    Service Desk Team Leader

    1 week ago

    Modis UK Belfast, United Kingdom

    **Service Desk Team Leader** · Akkodis are currently working with a market leading service provider to recruit a Service Desk Leader to join their exciting Service Desk operation where you will play a pivotal role in leading Service Desk teams that provide support to multiple cli ...

  • Lorien

    Service Desk Team Leader

    2 weeks ago

    Lorien Belfast, United Kingdom

    Service Desk Team Leader - Hybrid · - £25,000 - £30,000 · - Permanent · - UK Based · - Newtownabbey Ireland · - Diverse Company culture · We're collaborating with a prominent brand in the Technology and Software Solutions (TSS) market that is looking for a Service Desk Manager wi ...

  • eFinancialCareers

    Service Desk Analyst

    4 days ago

    eFinancialCareers Belfast, United Kingdom

    Service Desk Analyst, Helpdesk, Banking Belfast-Hybrid £150- £180pd - via Umbrella Company/ PAYE 6 months Service Desk Analyst, Helpdesk Analyst, ITIL, 1st Line Support, 2nd Line Support, MS Office Professional, Reuters, Bloomberg, MMI, Market view, FinancialServices, Banking. A ...

  • Avanti

    Service Desk Team Leader

    1 week ago

    Avanti Belfast, United Kingdom

    Are you a skilled and motivated Technical Service Desk Leader looking to take the next step in your career? Join a leading UK company where you'll have a prestigious and visible management role, work on critical services, and propel your career to new heights. · As a Service Desk ...

  • Adecco UK

    Customer Service Team Member

    1 week ago

    Adecco UK Belfast, United Kingdom

    Flexible Desk Team Member (9 Positions) - Belfast (Hybrid) - 3 Months rolling contract - £17.39 per hr inside ir35. · My client is a global leader in the telecoms industry and is looking for a Flexible Desk Team Member to connect customers to their end service through a series of ...

  • Bluestones Staffing

    Recruitment Consultant

    1 week ago

    Bluestones Staffing Belfast, United Kingdom

    Bluestones staffing specialised Industrial Division is expanding, due to expansion I am recruiting an experienced recruitment consultant to develop and grow your own Desk. · Working within a small team in our Mallusk office. · **Duties**: · - Managing and growing your own desk. · ...

  • Silverwood Recruitment

    Customer Sales Advisor

    2 weeks ago

    Silverwood Recruitment Belfast, United Kingdom

    **Position**:Outbound Desk Based Sales · - Telecoms · **Working Hours**: Monday to Friday, 08:30am - 5:00pm -_**Fully Office Based**_ · **Salary**:£24,000 - £28,000 **PLUS** 11k bonus per annum · - ** Experience of desk based Sales Essential **_ · Our client are an ambitious, for ...

  • Just IT Recruitment

    2nd/3rd Line Support

    4 days ago

    Just IT Recruitment Belfast, United Kingdom

    Are you looking for an exciting new role? · **About the Company**: · A leading technology and IT company are looking for a Service Desk Engineer to provide support on a fully remote basis. This role provides an excellent opportunity to work in a fast paced environment and learn n ...

  • WCS Group

    Internal Sales

    1 week ago

    WCS Group Belfast, United Kingdom

    Join our established and friendly WCS Group Sales Team in Belfast, and take part in an exciting opportunity · Initially, you'll be stepping in as maternity cover for our existing Internal Sales Executive. But don't worry, this is just the start of your journey towards becoming a ...

  • Nigel Frank International Limited

    D365 Bc Support Consultant, Gbp40,000

    1 week ago

    Nigel Frank International Limited Belfast, United Kingdom

    D365 BC Support Consultant, GBP40,000 · ML_ · Dynamics 365 Business Central Support Consultant, £40,000 + Bonus, Microsoft Partner, Varied verticals incl professional services and construction, MS Certs · A UK based Microsoft Partner are looking for a Dynamics 365 Business Centr ...

  • Radius Payment Solutions

    Outbound Desk Based Sales- Telecoms

    1 week ago

    Radius Payment Solutions Belfast, United Kingdom

    **Position**: Outbound Desk Based Sales · - Telecoms · **Location**: Waters Edge, Clarendon Dock, Belfast, BT1 3BH · **Working Hours**: Monday to Friday, 08:30am - 5:00pm · **Heard of us?** · We're an ambitious, forward-thinking global business building transformative solutions f ...

  • Radius Payment Solutions

    Telesales Agent

    1 week ago

    Radius Payment Solutions Belfast, United Kingdom

    **Position**: Outbound Desk Based Sales · - Telecoms** · **Location**: Waters Edge, Clarendon Dock, Belfast, BT1 3BH · **Working Hours**: Monday to Friday, 08:30am - 5:00pm · Heard of us? · We're an ambitious, forward-thinking global business building transformative solutions for ...

  • Yell

    Cleaner - Part Time

    1 week ago

    Yell Belfast, United Kingdom Part time

    Yell are seeking a Morning/Evening Cleaner to join our Workplace services team, based within Yell's sales excellence centre in Belfast city centre. The successful applicant will be joining a long-established team working in a vibrant call-centre providing the best environment for ...

  • Citi

    Legal Negotiation Officer

    4 days ago

    Citi Belfast, United Kingdom

    **Overview of Citi** · Citi is a world-leading global bank. We have approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. We provide consumers, corporations, governments, and institutions with a broad range of financial ...

  • Abacus Professional Recruitment

    3rd Line

    4 days ago

    Abacus Professional Recruitment Belfast, United Kingdom

    Abacus are working exclusively with a global Law Firm, who are looking for a hands-on Infrastructure & Technical Support Engineer to join the close-knit IT Support Team. · The Technical Services team is made up of 5 members spread across the firm's Belfast, London and Manchester ...