Service Desk Manager

4 weeks ago

Belfast, United Kingdom Telefónica Tech (EN) Full time

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.


Values: Open, Trusted and Bold


Trusted Partners:

  • Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
  • HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
  • Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
  • Fortinet: Elite VIP Program – one of only 2 in the UK
  • AWS: Advanced Solution & Managed Service Provider Program


Job Description

The Service Desk Manager is responsible for a team of 1st Line support desk agents, ensuring first point of contact for customers meets the standards expected and aligns with the services sold. The Service Desk Manager shall ensure that all desk agents are trained to the required levels and regularly report on performance, ensuring an exceptional standard of customer service when answering calls, responding to customer queries, and logging tickets. The Service Desk operates a 24/7 services from two physical locations (Huntingdon and Belfast). The Service Desk Manager is expected to spend time at each location supporting and mentoring the local team leaders.


Main Duties and Responsibilities:

  • Staff performance.
  • Hiring and training of all new staff.
  • Ongoing training, development, appraisals, and motivation.
  • Maintain individual Personal Development Plans.
  • Manage team rota, ensuring adequate cover at all times.
  • Customer onboarding.
  • Customer escalation process.
  • Provide support to Service Delivery Managers
  • Agree and track objectives, record, and track progress.
  • Manage team skills matrix
  • Quality checks – review analyst weekly performance, record any improvements needed and monitor
  • Availability of points of contact for customers; telephone, email, and our customer portal
  • Ensure all tickets are logged accurately, with a high level of detail on the ticket management system
  • Ensure Service Desk Agents carry out basic incident resolution (first time fixes) where possible
  • Proactively deal with customer queries
  • Maintain a positive attitude and a high level of customer service at all times


In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.


Qualifications

Skills and qualities required:

  • Previous experience in managing a Service Desk
  • Exceptional Customer Service skills
  • Excellent written and verbal communication skills
  • Interest in Technology
  • Experience of the Microsoft Office suite
  • Experience of ServiceNow is highly beneficial
  • Attention to detail.
  • A high level of self-motivation together with a willingness to learn new skills.
  • A flexible and enthusiastic approach to the job
  • Good problem solving and decision-making skills.
  • Ability work with minimum supervision, perform under pressure and remain highly effective.
  • Consistently demonstrate professionalism creating a high level of customer satisfaction


Additional Information

  • Must have the right to live and work in the UK.
  • Due to our location, access to own transport is essential.
  • Must meet Security Clearance vetting requirements as this is a requirement of the role.
  • Any offer would be conditional upon the successful candidate passing BPSS, SC and NPPV3 clearance.


We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

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