Senior ICT Service Desk Manager
2 weeks ago
Job Title: Senior ICT Service Desk Analyst
Location: Office-based with occasional client site visits
About the Company: Peaple Talent is a high-growth business shaping the future of self-serve solutions across mobile for the hospitality sector. Founded by EPOS industry experts, our goal is to make ordering food an awesome experience.
About the Role: We are seeking a dynamic professional to join our service desk and make a real impact in our fast-paced environment.
Key Responsibilities:
- Supervise and Mentor a Team: Foster a collaborative environment and provide professional development to a small team of client service agents.
- Ensure High Levels of Customer Support: Manage escalations, liaise with internal teams, and improve service desk processes to deliver exceptional customer experiences.
- Assist in Planning Strategies: Collaborate with the COO to enhance client service delivery through process improvements and innovative solutions.
- Prepare and Present Reports: Regularly report on client service metrics, team performance, and client feedback to inform business decisions.
- Conduct Training and Development: Provide training for new hires and ongoing training for existing staff to maintain high service standards.
- Participate in the On-Call Rota: Offer out-of-hours telephone support, covering shifts between 8 AM - 8 PM, 7 days per week.
Requirements:
- Education: Educated to degree level (BSc, BA) in an IT-related discipline.
- ITIL Foundation Certification: Possess ITIL Foundation certification.
- Experience: 5+ years of experience working on a customer-facing service desk.
- Technical Skills: Experience using Zendesk (or similar) multi-channel customer service tools, supporting mobile and static devices using industry-standard EMM/MDM tools, and advanced knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Outlook).
- Soft Skills: Excellent knowledge of Windows OS, printing, Windows services, and networking principles (DHCP, routing, wireless 802.11). A 'Customer first' attitude and a desire to deliver outstanding support, always with a smile.
Benefits:
- Holiday Entitlement: 25 days of holiday per year, with the option to carry over 3 days.
- Competitive Salary Package: A competitive salary package.
- Diversity and Inclusion: We celebrate diversity and value equal opportunity, striving to build a team representing varied backgrounds, perspectives, and skills.
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