Service Desk Team Leader - Peterborough, United Kingdom - AB Agri Limited

AB Agri Limited

Verified Company

Peterborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

The Role & Key Responsibilities

Job Title:
Service Desk Team Leader

Location:

Hybrid, Peterborough (in the office ideally - 2 days per week)Reporting to the Service Desk Manager, this is a great opportunity to lead a large service desk team of 22 day to day.

Working in a shared service environment, theteam support a wide ranging customer portfolio so we are looking for someone who is comfortable working in a high volume environment with varying requirements and in some cases complexity and ambiguity.

If you have a proven support desk background with experienceof leading, training and supporting a team we want to hear from you This is a great opportunity to make improvements from both a process perspective and also a team perspective to ensure that all team members are confident within their job scope and receivetraining and learning opportunities in areas where they may need support.

What you will be doing;:

Managing, motivating and training a large team of 22 day to day including induction, initial and ongoing training requirements and regular one to one's
Ensuring the team are delivering a high level of customer service whilst meeting expected SLA's across the business
Dealing with escalation queries and more complex service desk requirements
Alert senior management to identified trends in customer issues or queries
Ensure continuous improvement is high on the agenda
Perform quality checks on tickets to ensure processes are followed and pinpoint training requirements in the team
Create and publish support documentation and knowledge information for the team to enable them to follow best practice
Attending regular management and team meetings on a daily, weekly and monthly basis
Building relationships with the wider SSC team to enable collaboration and better efficiencies and ways of working in the future
Taking responsibility for the resource planning of the Service Desk, to ensure that it is sufficiently covered between the hours of 7am to 10pm, and during peak periods

What will you bring;:

Previous experience of working and leading a team in a Service Desk focused environment
A genuine passion for managing and leading team members to deliver excellence through continuous development and improvement
Ability to take a logical approach to fault finding and problem resolution
A highly customer focused individual that proactively raises the profile of IT and the SSC
ITIL foundation or experience of working in an ITIL environment
A good understanding of desktop and server operating systems, PC, network and server troubleshooting skills
Has an eye for detail with the ability to multitask in a fastpaced environment

Location

Hybrid, a mix of office and homeworking initially with more time in our office for training and development then on going a minimum of - 2 days per week based in the office or as per business need.

Our Peterborough offices are on the Lynchwood Business Park.

The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities and a great team culture.

Shift
As we support global teams, you will cover 4 shifts. Shifts are 7:00 - 15:30, 8:00 - 16:30, 9:30 - 18:00 and 13:30 - 22:00.

You must be able to cover all shifts, but these are managed and issued out equally and fairly across the team and we would be happy todiscuss preferences for shifts but can't guarantee any fixed shifts.

There is an uplift shift allowance for the evening shift for the week you work that shift.
About The Company

Associated British Foods IT Shared Service Centre are continually reviewing ourbenefits to make ensure our staff feel rewarded
Associated British Foods is a global giant when it comes to the world of food processing and retail.

Our ingredients division is the world's second-largest producer of both sugar and baker's yeast and our grocery brands occupy leading positions across theglobe meaning that, in the UK, nine out of ten households use our brands.

At the Associated British Foods IT Shared Service Centre (ABF IT SSC) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses.

We have now grown and operate in over 185 locations spread across 23countries supported by a fantastic team of nearly 200.

Our customers are at the heart of everything we do and we're looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

AB Foods IT Shared Service match up to 10% pension (contributory)
Up to 10% Bonus
Opportunity to buy up to 5 days holiday per calendar year
Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary

We're looking for dedicated and conscientious people who embrace and live our values.

If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF IT SSC are supported by our AB Agri business.

So that we can support you to perform at your best, please let us know of any adjustments that may be required throu