Service Desk Team Lead
My Client is an international information technology services company and provides Hi-Tech transactional services, consulting, systems integration and managed services. This Company focuses on business technology that powers progress and helps organisations to create their firm of the future. They are currently seeking a Service Desk Team Lead to join their Dublin Team.
Apply for the Service Desk Team Lead role above or contact Graham Houlihan for more information.
Responsibilities of the Service Desk Team Lead role:
• The purpose of the role is to provide a SPOC for the SDM to work with on each desk to drive high quality and champion shift left
• The Lead is the SME on the desk
• This role is a split of BAU support and improvement activities
• Will need to nteract with customers via telephone, e-mail and the web, providing technical support and problems solving abilities
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• The Lead will take resposibity for ensuring the desk is adequately resourced, looking at opportunities to being efficiency, promote ITIL, work under the instruction of the SDM to complete CSI activities
• Identify, evaluate and prioritize customer problems and complaints to ITIL standards
• Analyze customer problems and formulate plans of resolution
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
• Assist in evaluating new services, processes and technologies introduced at the helpdesk
• Work with departmental staff to promote, develop, and maintain high standards of customer service
• Escalate unresolved issues to SDM
• Additional projects as required
Required Skills and Experience for the Service Desk Team Lead role:
• Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner
• Able to quickly build rapport with customers, colleagues and management
• Candidates should have a high level of motivation and focus on their daily tasks
• Candidates are encouraged to seek out opportunities within the business
• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
• Demonstrate IT competencies in the following areas; Windows XP / 7/8, Linux OS and MS Office 2007/2010
• It is mandatory for any candidate to be fluent in written and spoken English
• 24 x 7 support hours
Desired Skills and Experience for the Service Desk Team Lead role:
• Relevant IT Certification or equivalent
• Previous call centre or customer service experience for a minimum 1 year
• ITIL awareness or ITIL foundation certified
#ServiceDesk #TeamLead #WindowsXP #LinuxOS #MSOffice #MicrosoftIf you are happy to be represented by Solas and be put forward for this role (or would like more information) please email me with your CV via the link, indicating if wish to be represented by Solas. Alternatively please call me (T: )
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