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IT Service Desk Team Leader - Service Desk Supervisor

  • Location

    Leeds, West Yorkshire

  • Sector:

    IT and Digital

  • Job type:

    Contract

  • Salary:

    £150.00 - £200.00 per day

  • Contact:

    Michael Ingham

  • Contact email:

    Michael.Ingham@morson.com

  • Job ref:

    161501MLM_1556884921

  • Published:

    4 months ago

  • Duration:

    3 months+

  • Expiry date:

    2019-05-10

  • Start date:

    20/05/2019

IT Service Desk Team Leader - IT Service Desk Supervisor

Excellent opportunity on an initial 3 month contract basis. You will be managing a team of 5 Service Desk Analysts reporting to the IT Operations Manager. Some of the responsibilities include the following:

* Dealing with customer complaints/escalations

* Guide the Service Desk team members to provide excellent customer care.
* Overseeing that all Customer support incidents are answered with agreed SLA and captured on the logging system.
* Motivate the team, to achieve or exceed KPIs to ensure compliance with targets & delivery of great customer experience
* Examine incident volumes against services to identify Trends & improvements
* Delivery of monthly qualitative report for the department
* Investigating and resolving any issues that may impact customer relations.
* Conduct quality reviews of raised incidents to ensure correct classification and impact is being used across the team

Technical areas include:
* Desktop / Laptop hardware & Software support ( Dell Laptops & Desktops)
* Active Directory users and computers
* Exchange 365 / Exchange server 2010 / 2013 Account administration: -
* Knowledge of windows 7 & 10 Using & supporting & Microsoft office 365 & 2016
* Basic Understanding of network troubleshooting
* Sophos & Kapspersky encryption software