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Service Desk Supervisor

Summary of the position:

Reporting to the Operations Manager, this role is primarily to oversee the smooth operation of the Service Desk and day to day management of the Service Desk Technicians. Working closely with the management team you will help shape and build a dynamic and proactive Service Desk with customer satisfaction at its heart.

Target and Outcomes:

  • 100% adherence to departmental processes
  • Uplift of single touch resolution
  • Reduction in field visits
  • Increase in customer satisfaction

Attitude and Persistence:

  • A logical thinker, who is able to maintain focus in a pressurised environment
  • An ability to work proactively and anticipate issues before they impact on our customers
  • A calm demeanour and positive outlook
  • A collaborative approach to work, identifying and utilising areas of expertise in colleagues
  • Strong customer focus with a genuine desire to provide excellence
  • Flexible, happy to dive into other areas to support where necessary and appropriate

Responsibilities:

  • Day to day responsibility of the Service Desk
  • Ensuring that all calls are received, logged, triaged and correctly assigned/categorised
  • Managing incidents through to resolution with an appreciation of business impact and effective communication
  • Monitoring Service Desk Technicians workload and call volumes to provide adequate resourcing
  • Ensuring Service Desk Technicians are following agreed call and escalation procedures
  • Coordination of responses to escalated issues
  • Identification of technical training needs
  • Keeping up to date on current IT trends, developments, innovations and equipment, used in desktop operating systems, software, network operating systems & software, security & anti-virus software and network hardware and disseminating best practice within the team and the wider department
  • Develop daily, weekly and monthly reports on help desk team’s productivity

Skills Requirements:

  • Previous team leadership experience
  • IT Service Desk experience
  • A solid technical background of software and solutions
  • A proven ability to deliver service within agreed SLAs
  • Good knowledge of Word, Excel, Outlook and other office applications
  • Experience/understanding of ITIL methodology
  • Understanding of IP networks traffic, firewalls, routing etc
  • Technical understanding of Datacentres and cloud technology such as O365/Virtulisation/SaaS/IaaS

Desirable:

  • Previous experience of working in a Managed Service Provider
  • Degree in Computing and or IT discipline

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