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    Service Desk Manager - Northampton, United Kingdom - GXO Logistics, Inc.

    GXO Logistics, Inc.
    GXO Logistics, Inc. Northampton, United Kingdom

    1 week ago

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    Description

    Pay, benefits and more:

    We're looking to offer a highly competitive salary & package which will be discussed further during telephone interview. Your benefits package includes a company sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You'll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more

    What you'll do on a typical day:

    • Oversee the end-to-end incident management process, ensuring timely resolution and minimal impact on business operations, ensuring compliance with global incident management process standards.
    • Lead and optimize service request processes, ensuring efficient and customer-focused delivery of IT services
    • Maintain a comprehensive knowledge management system to capture, organize, and share information
    • Implement measures to continually improve customer satisfaction and service delivery.
    • Collaborate with cross-functional teams to ensure seamless integration of incident, service request, and knowledge management processes.
    • Ensure strict adherence to all contractual obligations with a focus on service level agreements (SLAs) and key performance indicators (KPIs).
    • Work effectively within a global service provider environment, considering time zone differences and cultural nuances

    What you need to succeed at GXO:

      A high level of experience in IT, with a focus on service desk management, incident management, service requests, and knowledge management
    • Strong understanding of ITIL processes, especially incident management
    • Excellent customer service orientation and interpersonal skills
    • Detail-oriented with a focus on continuous improvement
    • Effective communication and collaboration skills
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