Service Desk Lead
5 months ago
**Job Description**:
Are you a Service Desk Manager looking for a change? Look no further
I am looking for a Service Desk Manager to join our busy Digital & Technology department. You who will play a critical role in the management of daily operations of the 1st Line Service Desk, representing the team to other stakeholders and helping to ensure that the Service Desk is constantly developing and improving. You will monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business impacting initiatives.
You will be workign for the UK's and Ireland’s top contract catering, hospitality, and business support services provider, with operations across seven key business areas (Foodservice; Support Services; Business & Industry; Healthcare & Seniors; Education; Sports & Leisure; and Defence, Offshore & Remote).
More about the role:
- Lead the day to day operations of the D&T Service Desk, including management of colleagues, implementation of processes and procedures, and the monitoring of performance
- Develop and implement the IT Service Desk's processes and procedures, in line with ITILbest practice
- Analyse performance of Service Desk activities and documented resolutions, identify problem area, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Evolve the maturity and performance of the D&T Service Desk
- Establishing and maintaining key relationships with other departments within Compass, to ensure that the Service Desk is providing an excellent level of support
- Acting as the IT Escalation point to all area of the business for any IT Support issues
- Continually review and update request handling and escalation policies and procedures
- Implement Customer Satisfaction review processes and ensure that feedback is reviewed and responded to where low satisfaction is reported.
While on site you will have access to free food and drinks, free parking and the oppurtunity to take full advantage of the learning and development programes, these go all the way up to Master degree levels.
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