Service Desk Supervisor - London, United Kingdom - Church International Ltd.

Church International Ltd.

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

My client who is fast growing professional services consultancy based in central London is looking for a service desk supervisor.

In this role, you will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to team members and service managers

Skills needed to be a service desk supervisor:

You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level.

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Continual service improvement. You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine the costs and benefits of new approaches, and manage change or assist implementation where needed.
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Customer service management. You can manage customer service functions, including responding to issue reports and information and access requests. You can use the results of customer satisfaction measurements to improve services. You can demonstrate a successful relationship with customers.
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Ownership and initiative. You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.
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Problem management. You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes, and implement remedies.
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Service focus. You can maintain focus on the whole life of service delivery (designing, developing, delivering, and operating). You can ensure that a set of IT products, suppliers, and vendors come together to deliver an IT service.
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Service reporting. You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

User focus. You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.