Service Desk Supervisor

Permanent position, 36.5 hours per week.

The University of Warwick is one of the UK’s great success stories. In less than fifty years we’ve become one of the country’s best universities and can be consistently found in the top 10 of UK league tables and rapidly climbing the international rankings of world-class universities.

We have an exciting future ahead and if you have the enthusiasm and ambition to help us realise it, we’d love for you to be part of it.

In this role you will play an important part in caring for our 290-hectare campus, making it a great place to learn, live, work and visit.

We are looking for a Service Desk Supervisor to lead a team of Operators and Senior Operators to run a busy Estates Service Desk. This is a fast-paced and demanding role that requires the ability to think quickly and respond accordingly. You will be passionate about delivering excellent service to our customers; be proactive, self-motivated, enthusiastic with a real can-do approach and a strong focus on customer service and continuous improvement.

We offer excellent working conditions, training, all necessary PPE equipment, generous annual leave, pension scheme and use of the university’s leisure and cultural facilities.

We are ideally recruiting for this position on a full-time basis; however we are happy to consider alternative working arrangements. Upon completion of an induction and training period, hybrid working is available.

Interview Date: TBC.

**JOB PURPOSE**

To ensure a customer focused Service Desk is delivered to the students, staff and visitors to the University of Warwick by the Service Desk Operators and Senior Service Desk Operators which this role holds line management responsibility for. A key aspect of this role is to review and update existing processes and procedures in line with a number of new developments across the wider Estates team driven by providing an excellent customer service experience to users across campus.

This role has additional responsibility for ensuring reporting is completed accurately and in a timely manner in addition to managing the SAP process for the Service Desk. Finally, this role is expected to monitor, report, respond and investigate accordingly to customer feedback as required to prevent reoccurrence and identify improvement opportunities.

**DUTIES & RESPONSIBILITIES**

3. Manage customer feedback ensuring all complaints/compliments are logged, investigated and resolved accordingly. Produce timely feedback reports including specific actions to prevent re-occurrence and identify improvement opportunities.

4. Ensure the Service Desk is appropriately covered and ensure those operating the Service Desk are adequately trained to do so.

5. Hold line manager responsibility for Senior Service Desk Operators and Service Desk Operators in line with the University of Warwick people processes and procedures.

6. Complete the Quarterly Ops update for the Service Desk as required in conjunction with the Customer Services Manager.

7. Oversee the development and updating of the Service Desk software to ensure it is suitable for use by customers and technical staff. Ensure the information held on shared systems is correct and regularly updated, through assigning and re-assigning jobs as appropriate, and opening and closing jobs as required.

8. Manage the Service Desk Settlement Process within SAP by ensuring charges are posted in accordance with financial period end dates. Resolve any customer queries related to charges and provide clarification on works carried out. Ensure charges are made in accordance with the Estates ‘Who pays for what’ policy.

9. Support the Customer Services Manager in managing customer and key stakeholder relationships across the University of Warwick.

10. Identify Service Desk improvement opportunities and associated tasks within the wider Estates team