Service Desk Shift Leader

5 months ago

Peterborough, United Kingdom CDW Full time

**Description**

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

JOB SUMMARY
Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

KEY RESPONSIBILITIES
- Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their day-to-day responsibilities
- Support with the delivery of adhoc training
- Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
- Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
- Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
- Identify and escalate any potential breach of service level or risk to CDW, where possible mitigating breach and managing to resolution
- Provide relevant stakeholders within Services with ad hoc reports

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

QUALIFICATIONS, SKILLS AND EXPERIENCE
- Awareness of ITIL methodologies and best practice
- Knowledge of the working practices of the area responsible for
- Good working knowledge of Microsoft Word, Excel and Outlook Previous supervisory experience desired

ESSENTIAL ATTRIBUTES
- A passion to deliver excellent service with service level management and experience
- Effective communication and interpersonal skills with internal and external stakeholders
- Creative and innovative problem-solving skills with an inquisitive nature
- Analytical with attention to detail
- Ability to work as a team to support and influence team members
- A desire to take ownership and accountability to see your work through to resolution
- Ability to work under pressure and to tight deadlines
- A patient, tolerant and supportive team member

CUSTOMER FOCUS AND WAYS OF WORKING
- Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
- Each coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies.
- Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
- Each coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:

- Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
- Treat the security of all information assets according to their designated information security classification
-

  • Shift Leader, Service Desk

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** **ABOUT CDW** CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Team Leader

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. CDW is a leading multi-brand provider of information technology...

  • Technical Service Desk Analyst

    7 days ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time £21

    Technical Service Desk AnalystLocation: Flexible UK WidePay: £21.46 Per hourThis is a long-term contract opportunity for a skilled Technical Service Desk Analyst to join our team at Global Technology Solutions Ltd.Hours: 4-on-4 off 12hr shifts. 11 hours paid. Between 7am 9pm. Rota basis.Key Skills:Excellent customer service experienceProven call centre...

  • Service Desk Team Leader

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. CDW is a leading multi-brand provider of information technology...

  • Service Desk Manager

    6 days ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Job Title: Service Desk ManagerJob Summary:We are seeking an experienced Service Desk Manager to provide leadership and guidance to a team of service desk analysts. The successful candidate will have a strong background in IT service management and a proven track record of delivering high-quality customer service.Key Responsibilities:Provide leadership and...

  • Service Desk Team Leader

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Team Leader

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Analyst SC Cleared

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Job Title: SC Cleared Service Desk AnalystJob Summary:We are seeking a highly skilled and experienced SC Cleared Service Desk Analyst to join our team at Global Technology Solutions Ltd. As a key member of our service desk team, you will be responsible for providing exceptional technical support to our customers, resolving complex technical issues, and...

  • SC Cleared Service Desk Analyst

    5 days ago

    peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC Cleared Service Desk Analyst Location Hampton, Peterborough Pay - £21.46 Per hour Contract min 3 month. This would be ideally suited to someone who is looking for a long-term contract / the long-term prospect of permanent opportunities. Hours: 4-on-4 off 12hr shifts. 11 hours paid. Between 7am 9pm. Rota basis. Required skills: Plenty of...

  • IT Support and Service Desk Operator

    1 week ago

    Peterborough, Cambridgeshire, United Kingdom Global Technology Solutions Ltd Full time €15

    Pay - £15 per hour, after 3 months goes up to £17.Contract 3 months with potential extensions 5 hours a day, between 06:00 and 18:00 maximum of 2 weekends a month, get the days back in the week. fluent in Hungarian and English speaking, with strong all round communication skills - Plenty of Customer service experience - Experience with Microsoft...

  • Service Desk Supervisor

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Supervisor

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** **ABOUT CDW** CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Agent

    5 months ago

    Peterborough, United Kingdom IT Naturally Full time

    **Join our Team** At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you. We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves...

  • Service Desk Agent

    5 months ago

    Peterborough, United Kingdom IT Naturally Full time

    **Join our Team** At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you. We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves...

  • Service Desk Agent

    5 months ago

    Peterborough, United Kingdom IT Naturally Full time

    **Join our Team** At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you. We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves...

  • Team Leader, Service Desk

    5 months ago

    Peterborough, United Kingdom CDW Full time

    **Description** **ABOUT CDW** CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Manager

    2 weeks ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Job Title: Service Desk ManagerAbout the Role:We are seeking an experienced Service Desk Manager to join our team at Global Technology Solutions Ltd.Key Responsibilities:To manage and lead a team of service desk analysts in providing excellent customer service and resolving technical issues.To work closely with the IT service management team to ensure that...

  • SC Cleared Service Desk Analyst

    1 week ago

    Peterborough, Cambridgeshire, United Kingdom Global Technology Solutions Ltd Full time €21

    SC Cleared Service Desk Analyst Location Hampton, Peterborough Pay - £21.46 Per hour Contract min 3 month. This would be ideally suited to someone who is looking for a long-term contract / the long-term prospect of permanent opportunities. Hours: 4-on-4 off 12hr shifts. 11 hours paid. Between 7am 9pm. Rota basis. Required skills: Plenty of...

  • Service Desk Analyst

    3 weeks ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Service Desk Analyst - SC ClearedWe are seeking a skilled Service Desk Analyst to join our team at Global Technology Solutions Ltd. As an SC Cleared Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide timely and effective technical support to clients via...

  • Warehouse Desk Clerk

    5 months ago

    Peterborough, United Kingdom Lidl Full time

    Full Time Summary £25,000 - £34,000 per annum | 30-35 days' holiday (pro rata) | 10% in-store discount | Ongoing training Everyone who works at Lidl brings something unique to the table - but we also have a whole lot in common. We’re focused, reliable and driven to deliver. Just like you. As a Desk Clerk (Processing & Ops) at Lidl, you’ll play an...