Service Desk Manager

3 weeks ago


London, United Kingdom Nexus Jobs Limited Full time

Our Client is a retail technology software company.
They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.
Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers - both internal and external.
Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team
At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry.
Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.


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