Technical Service Desk, Knowledge and Performance

XMA are one of the top ten largest value-added resellers in the UK. Be part of something **eXtraordinary.**

The main purpose of this role is to develop and publish Knowledge base articles both internal and end user facing. To ensure induction and ongoing training of the team and complete quality audits using call recording, CSATs and side by side coaching.

Your role will be aligned to multiple service desks, reporting into and supporting the Team Leaders and Service Desk Lead. Working closely with the team and SDM’s you will identify and continually review where Knowledge base articles are required or need to be updated to ensure the team have the tools, they need to deliver the best service.

Using your in-depth knowledge of the service desk processes you will ensure new team members are inducted and when new processes implemented the team are trained.

As part of our continual improvement looking at process and individuals you will complete call audits reviewing telephone calls and ticket content, use Csat to identify areas for improvement and provide coaching to team members.

**The role**:

- Develop and identify Knowledge base articles for both internal and end users
- To ensure ITSM is maximised to give analysts instant access to articles relevant to the incident
- To work with Team Leaders and Service Desk Lead to improve quality and consistency of ticket handling and analyst performance.
- To ensure monthly meetings with SDM’s/Team Leaders reviewing training needs and exploring how we can drive self-help reducing ticket volumes including developing chat scripting
- To document/process map individual processes associated with incident categories to form part of our library and develop scripted handling processes for the more common incidents
- To continually review ticket handling and how we can resolve and handle more tickets within the SLA’s
- Look at process and training to drive early resolution and end user satisfaction
- To develop standard induction plan for each desk, organising ongoing training and development sessions ensuring new team members are welcomed, inducted and trained fully before working alone
- To provide 121 coaching to the team on an ongoing basis, supporting the Team Leaders in the development and support of their team
- To complete a minimum of 4 hours a week auditing team calls and tickets, producing weekly reports and stats for the Team Leader.
- Collation and reporting on csat’s, customer surveys and develop action plans to ensure highest possible scores working with the Team leader ensuring the upskilling of the team and continued Professional Development.
- Maintenance of the teams skills matrix
- Take ownership of user problems, pro-active when dealing with user issues
- Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management
Your transferable skills and background:
**Essential**
- Experience of customer focused role with Technical Support
- Demonstrates ability with call tracking system
- Follows call-handling procedures
- Enters information quickly and accurately
- Summarises calls clearly and concisely
**Desirable**
- ITIL Foundation V3 or experience of ITIL process
- Experience of working in an ITSM structure
Established in the 80’s, we’re an independent UK company with full geographic coverage. Our skilled workforce service a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

If you would like to be part of XMA’s ambitious growth plans and something **eXtraordinary** we would love to hear from you.

**Why join XMA?**

Our people are our greatest asset. We pride ourselves on employing the highest calibre staff and are dedicated to providing a challenging and rewarding career.

We recognise the importance of investing in our staff and offer:

- Industry leading training and career development
- Private medical insurance
- Extra day off for your birthday
- Promotion from within wherever possible
- Outstanding rewards for outstanding performance
- Celebrations of success at all levels
- Attractive employee referral incentive
**Interview assistance**

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

Schedule:

- Day shift

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- IT Support: 1 year (preferred)
- Customer service: 1 year (preferred)
Reference ID: 15521