Service Desk Manager

by | Sep 15, 2017 | 0 comments

Service Desk Manager
LOCATION:  Twyford
SALARY: Up to £35,000

iRecruit Specialist are recruiting for a Service Desk Manager to join our client on the outskirts of Reading. This will be managing a team of managed service desk agents and break fix engineers. You will need to have an understanding of how a help desk works and how to deal with escalations and issues.

Key skills:

  • Experience of working and supporting a Service Desk department
  • Ability to handle customers at both an operational and senior level
  • Good interpersonal and communication skills – presentation, written and verbal
  • Excellent IT literacy, particularly in Word and Excel
  • Ability to prioritise a busy workload
  • Ability to meet deadlines and maintain high standards even when under pressure

Key tasks:

The role is responsible for achieving excellent customer satisfaction by supporting

  • Be the central point of contact for all Service Desk issues
  • Continual support of the Agents both in their communication and technical capabilities
  • Be a point of escalation for the Service Desk to advise on customer specific queries/incidents
  • Manage and supply regular reporting on, but not limited to:

– SLA performance

– Telephone call statistics

– Customer reports when requested

– Performance of Agents

  • Manage escalations with Third Party suppliers
  • Manage Out of Hours Call rotas
  • Maintain professional working relationships with customers, vendors, suppliers and work colleagues.
  • Flexibility to carry out other support roles within the business where skills and knowledge