Service Desk Team Leader

5 months ago

Birmingham, United Kingdom Compass Group Full time

**What you'll be doing**:
Compass Group Plc (Compass) is a £22.9 billion turnover, global organisation and the world’s leading provider of food and support services. With operations across seven key business areas (Foodservice; Support Services; Business & Industry; Healthcare & Seniors; Education; Sports & Leisure; and Defence, Offshore & Remote), Compass serves customers in offices and factories; schools and universities; hospitals and senior living communities; major sports and cultural venues; and remote mining camps and offshore platforms.

We are looking for 4 Service Desk Team Leader to join our busy Digital and technology team based in Birmingham.

As a Service Desk Team Leader you will play a critical role in the management of your team to provide 1 st class support to Compass users. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines. You will also act as an escalation point for your team

A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.

**More about the role**:
Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets

Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries

Escalation of issues to an appropriate level, both functional and hierarchical

Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans

Liaise with 3 rd Party vendors and internal teams

Documentation of relevant fixes for internal Knowledgebase

To provide assistance for moves and changes

Data collection for reporting

Provide ideas for service improvement that improve efficiency or user experience

**What we’ll give**:
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
Contributory pension scheme

Grow your career with our Career Pathways and MyLearning programmes

Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits

Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more

Up to 44% off cinema tickets to enjoy your favourite blockbuster

Receive Wow Points every time you spend and use them on a wide range of brands

Un-wind with us with free wellness, mindfulness and exercise classes

You can share all discounts and offers with your friends and families

**Who you are**:
Essential

Ability to determine actions necessary to resolve IT incidents and requests

Ability to work as part of a large team

Demonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolution

Have an organised working practice with a mature and calm approach to all user situations

Ability to exercise sound judgement and evaluative thinking, especially under pressure

Excellent communication skills and attention to detail

Ability to deal with the unexpected in a calm, considered and professional manner

Be an effective team member in cross functional teams

Ability to write clear procedures

Educated to at least GCSE grade C in Maths and English

Excellent customer service skills

Desirable

IT Support in a commercial environment

Support of broadband and mobile broadband

Support of MS Office

Support of EPOS / retail systems and associated back office software

Support of bespoke software solutions

ITIL v3 Foundation certification

Remote desktop control technologies

Incident Management software (i.e. Support Works, Remedy etc)

Customer Service training

Supporting customers with an “agent chat” Instant Messaging tool

Call centre experience

IT based degree (or equivalent experience)

Ubuntu knowledge

Mobile technologies support (Windows, Android, IOS, Blackberry)

Supporting technologies in a BYOD environment

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