Service Desk Senior

3 weeks ago


Preston, United Kingdom BeTechnology Group Limited Full time

**Service Desk Senior**

**Salary**: £28,000

Location: Preston, Lancashire
Reporting To: Service Desk Manager

Onsite, Permanent, Full-Time

We're looking for a talented and driven Service Desk Senior to join our team As a key member of our Service Desk Team, you will play a vital role in ensuring the effectiveness of our Service Desk knowledge, skills, and customer service to meet our clients'needs.

**Key Responsibilities**:

- Work with the Service Desk Team
- Provide a first-class level of service by meeting or exceeding contractual SLAs, KPIs, and customer satisfaction across all clients
- Manage 1st and 2nd line incidents, requests, and problems remotely
- Act as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
- Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes

**Senior Responsibilities**:

- Attend the bi-weekly Senior meeting where we will discuss any strategic/business changes or recommendations
- Customer Ownership - you will be assigned customers which you will own for the Service Desk
- Manage Priority Escalations tickets for your assigned customers
- Attend regular Teams/face-to-face meetings with the customer, providing feedback on the ConnectWise Manage queues, recurring incident/trend analysis, request changes which the company have not been notified and updating Pass Portal/communicating out tothe team
- Management of the Team 'Escalation' Channel for your assigned customers
- Customer recommendations and improvements should be fed back to the Sales/Account Manager so that projects can be scoped and delivered
- Provide cover BAU (Business as Usual) cover for other Service Desk Senior members when they are on leave

**Key System Responsibilities**:

- Work with the Operational Teams, Service Desk Manager, and other Service Desk Senior members to provide improvements across the business
- Work as a team to create a strategic plan to make improvements
- You may be assigned a dedicated responsibility on a specific improvement or systems change which you will own through scoping, design, and implementation

**Onboarding Responsibilities**:

- Onboard customers assigned to you, including ownership of the onboarding, documentation, an onsite presence/audit, etc.
- On-premise audits will most likely be picked up by the Service Desk Senior
- You will provide the Technical Services contact with access to the environment via our business tools to complete their onboarding elements

**Requirements**:

- Full (clean) drivers license
- Previous experience with an MSP

**Work Hours**:
As a Service Desk Senior, you will be required to work primarily Monday to Friday on either of the following hours allocated to you by the Service Desk Manager on a rata basis:

- 07:00 to 15:30
- 08:00 to 16:30
- 08:30 to 17:00
- 10:00 to 18:30

**Benefits**:

- Get ready to take some well-deserved time off with 28 days of holiday leave
- You won't have to worry about your retirement with our 5% pension scheme - it's like a savings account that's always growing
- Treat yourself to something special with our purchase scheme. This company offers a voucher and payback scheme for the items you'd like to purchase

If you think you'd be a great fit for this role, please give me a call on

Keywords: Service Desk Senior, 1st Line support, 2nd Line Support, 3rd Line Support, Service Desk Analyst, MSP

BeTechnology Group Limited is acting as an Employment Agency in relation to this vacancy.


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