IT Senior Service Desk Specialist

6 months ago

London, United Kingdom Charles Russell Speechlys Full time

Location

London

Category

Contract type

Permanent - Full Time

Salary

Competitive

Working hours

Full Time

**IT Senior Service Desk Specialist**:
Roles and Responsibilities
- Provide advanced technical knowledge and support the most complex and challenging customer queries and requests
- Provide technical advice to other members of the Service Desk team so that they can progress their tickets
- Monitor the Service Desk Team to ensure that a consistent and professional level of support is provided, including monitoring the unassigned and individual team member queues
- Assist in ensuring that individuals in the team keep their queues to a manageable number
- Conduct monthly ticket quality checks
- Quality assure and proactively monitor the team’s tickets to ensure that they are progressed and resolved in a timely manner and that all members of the team regularly update their customers in line with SLAs
- Ensure that the team make initial contact with customers promptly and that they are updated regularly
- Ensure that Service Desk team members are in the call queue and available to take calls in order to keep abandoned calls to a minimum
- Investigate and highlight reoccurring and potential problems to the SD Manager and Problem Manager
- Ensure that urgent issues and VIP tickets are picked up by the team quickly and dealt with appropriately
- Ensure there is an adequate stock of loan laptops and equipment
- Mentor and train Service Desk staff
- Monitor aged calls daily and ensure appropriate action is taken to resolve them
- Notify the Service Desk Manager of complaints. In the absence of the Service Desk Manager notify the Customer Experience Business Partner and/or the Head of Service Delivery
- Ensure the team adhere to defined policies and procedures
- Keep abreast of IT projects and initiatives and clearly communicate relevant information to the rest of the team.
- Regularly create and update Knowledge Base articles and encourage the wider Service Desk team to do the same
- Asist with answering calls and actioning tickets as required
- Liaise with technical support teams and third-parties
- Identify ticket trends and escalate appropriately
- Assist in the production of meaningful statistics from the ITSM and contact center tools.
- Assist in the development of SD documentation and processes and help ensure the team follow them
- Assist the Service Desk Manager with any reasonable tasks, and deputize for them when they are absent
- Other related tasks as required

Person specification
- Experience of working on a busy and demanding legal Service Desk supporting a large customer base
- Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
- Meticulous attention to detail
- Excellent customer service and communication skills
- Highly motivated and methodical with good problem-solving skills
- Ability to remain calm under pressure, prioritise workloads, identify business-critical issues and act upon them
- Maintain a professional. forward thinking and positive demeanour at all times, and act as an ambassador for the IT department, a trusted advisor for customers and a role model for colleagues
- Solutions focussed individual
- Pro-active team player
- Excellent listener and influencer
- Supportive of the aims and policies of the IT department
- Good interpersonal skills, working closely with people at all levels in the firm as well as colleagues in the IT department
- Flexible approach to working including a willingness to work outside of core hours
- Highly motivated and methodical
- Excellent written and spoken English

Technical Skills
- ITIL Foundation qualified (or willing to study towards it)
- Good understanding of ITSM systems
- Excellent technical, knowledge of hardware, operating systems, and networks

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