Service Desk Shift Supervisor

3 weeks ago

Portsmouth, United Kingdom Babcock International Full time

**Service Desk Shift Supervisor**:

- Location: Portsmouth, GB, PO6 3EN Bristol, GB, BS11 0YA Warrington, GB, WA4 6HL Leicester, GB, LE3 1UF Plymouth, GB, PL1 3JB- Onsite or Hybrid: Hybrid**Service Desk Shift Supervisor**
**SF49503**

**Hybrid working arrangements available.**
**Location: United Kingdom (Bristol, Portsmouth, Leicester, Plymouth, Warrington)**

**Salary: £30,000**
**Business Unit: Corporate Services**

**Purpose of role**
To perform as part of the 12x7 shift team within the Technical Service Desk, providing 1st line IT support and excellent customer service across a range of UK based and International customers. To supervise and motivate a small team of Service Desk Analysts.

**Key tasks**
- To participate in a 12 x 7 x 365 shift rota covering a 4 on, 4 off working pattern
- To supervise and motivate a small team of Service Desk Analysts to meet targets and productivity goals
- To provide initial point of contact for technical and process escalations from service desk analysts.
- To answer calls received by the Service Desk, logging all calls received as issues or requests to agreed standards
- To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
- To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
- Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
- To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
- To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
- To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
- To log and escalate calls with third parties where required, ensuring communication back to the customer
- To complete a variety of checks and monitoring activities on Babcock Infrastructure throughout the shift and as directed by the Shift Senior
- To effect a handover of events to the incoming shift team
- To act as initial escalation point for technical and process issues.
- Carry out regular ticket quality checks including correct use of OP Cat codes

**What do I need to do the role?**

**Qualification and Experience**
- Proven Service/Help Desk experience
- Customer Service Experience, both face to face and over the phone
- Proven experience in using a Service Management system to manage all incidents and requests.
- Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
- People supervision and motivation experience is desirable.

**Technical and Specialist Knowledge**
- Ability to utilise active listening, analysing and understanding the needs of the customer
- ITIL awareness
- Ability to progress escalations
- An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
- Language skills preferred

**Security Check (SC) Required.**

**Application Guidance**

Please note that you will not be able to access the vacancy details after the closing date so you may wish to keep a copy of this advert and any supporting documents for your records.

We are committed to building an inclusive culture and strive to attract talent who thrive in an inclusive and flexible working environment.

**Job Segment**:Help Desk, Information Technology, Cisco, Manager, Technology, Management

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