Service Desk Team Leader

3 months ago

London, United Kingdom Islington Council Full time

We are seeking a Service Desk Team Leader to join the IDS Service Desk. As the Service Desk Team Leader, you will be responsible for leading a team of service analysts in providing excellent customer service and technical support to our stakeholders.

Lead, manage and motivate the service desk team to deliver high-quality customer service and technical support.

Monitor and ensure service desk ticket resolution in a timely and efficient manner.

Develop and maintain standard operating procedures for the service desk team.

Manage and escalate complex service desk issues to the appropriate teams or departments.

Coordinate with other teams and departments to ensure service delivery excellence.

Continuously identify and recommend improvements to service desk processes and procedures.

Develop and maintain metrics and reports to track service desk performance and customer satisfaction.

Participate in hiring, training and mentoring of new service desk agents.

**Requirements**:
Minimum of 5 years of experience in a service desk or technical support role

Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users

Strong analytical and problem-solving skills

Ability to work under pressure, prioritise tasks and meet deadlines.

Familiarity with service desk tools Hornbill Supportworks

In return for your knowledge and skills, we offer a vast range of staff benefits here at Islington such as:
up to 31 days leave per year with more for long service

A range of flexible working arrangements

Excellent pension scheme

Learning and development opportunities to maximise your potential

Local discounts from restaurants, shops, health and beauty therapists, and more

A mix of office and hybrid working

Staff support networks

Please visit Working for the council | Islington Council to find out more

Day to day management of the First Line Service Desk function

Ensure that the Service Desk is an excellent deliverer of Customer Service

Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team.

Be responsible for the operational management of call assignments within the Service Desk team and to other parts of ICT Shared Service as appropriate.

Undertake a weekly review of the First Line Service Desk call queues.

Assist with maintaining the inventory of Council computer assets and software licenses.

Discover, diagnose, and triage user’s problems effectively and efficiently.

Lead in the development of good customer service practices

Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.

Provide self-help and user guides for the ICT Customers to help reduce unnecessary direct contact with 3C ICT.

Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.

Conduct regular surveys of users to determine effectiveness of ICT services, current examples are Annual Satisfaction and Call Closed Satisfaction Forms.

The post holder may be required to take part in an out-of-hours system support rota (for which an additional allowance will be made).

Undertake any other duties of a similar level and responsibility as may be required from time to time.

To undertake other duties commensurate to the grade of the post.

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