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Working in a busy ICT Department, you will be part of a dedicated team that handles approximately 900 calls per week of a varied, technical nature. You will provide supervisor support to the ICT Service Desk and work as a senior analyst to operate and monitor the resolution of calls to ensure that IT objectives and service levels are met by resolving faults at the first point of contact, providing assistance and advice to on numerous systems and applications whilst providing a high degree of customer care.
5 GCSEs Grade C or equivalent including English and Mathematics and a computer
related subject or comparable practical experience
Experience in an ICT environment
Previous experience of supervising, developing and motivating staff
Working knowledge of Microsoft Office and good typing skills, RSA level 2 or equivalent
Experience of working on a technical Service Desk
Community and Customer Focus
Regular customer satisfaction surveys, managing customer complaints and managing daily activities of the team will form the core of this role.
Supervise a team of Analysts to ensure service level agreements and quality standards are met
Assisting with development of best practice for the Service Desk and ensuring that procedures are kept up to date
Identifying and advising line management of potential performance failures before they become critical
Providing regular and ad hoc performance statistics to line management
Schedule staff shift patterns
Creating and updating Service Desk process maps and documentation to ensure daily working procedures are up to date
Ensure steps are taken to deliver a customer focused service
Provide flexible working hours and on call as required
Provide training and support to enhance the efficiency of the team
Assist with researching, preparing and managing projects as required
Providing an ICT single point of contact for customers
Ownership and tracking of all incidents logged on the service management system throughout their lifecycle.
Detecting, recording, classifying, prioritising all ICT incidents and tasks
Investigating and diagnosing incidents by providing telephone assistance to restore normal service on all systems
Resolving customer queries / incidents or assign to the correct specialised team within ICT
Monitor and track incidents, escalating where necessary to the Service Desk Manager
Provide customer-focused service managing customer expectations by keeping customers informed of progress