Service Desk Supervisor

This position requires team supervision, without direct line management accountability, administration and performance management of the team and supporting them on a daily basis with the ability to support the Service Delivery Manager in limited management responsibility. This role also requires team coordination and development of an internal customer culture, including accountability for KPI’s to the Service Delivery Manager.

This role will have a greater level of responsibly and act as an escalation point for IT related issues in order to ensure that key and escalated issues are resolved within service levels. This role will need experience of supervising others and a strong technical background working with core Microsoft technologies such as Remote Desktop Environments, Active Directory, Exchange, Windows and MPLS networking


Relationships

Internal and Stakeholder

This role includes the Supervision of a small IT service desk team including the management of escalations and complaints within the business. The role also requires the individual to Work with all members of all teams to provide reactive support and resolution to issues and continued training. Working closely with stakeholders and have previous experience of should it be required.

External

Maintain relationships with key suppliers for fault resolution such as telecoms providers and Hardware maintainers.

Key Duties/Responsibilities

· Proactive Team supervision and coordination

· Build rapport and elicit problem details from service desk customers.

· Reinforce SLAs to manage end-user expectations.

· Coordinate IT Engineers on a daily basis ensuring work queues are effectively managed and prioritised.

· Manage key high-level issues and escalations, ensuring all communications are completed and appropriate individuals are informed.

· Coordinate and manage 2nd/3rd line issues

· Evaluate documented resolutions and analyse trends for ways to prevent future problems.

· Alert service management to emerging trends in incidents.

· Assist in software releases and roll-outs and communication to the end users and stakeholders.

· Assist in Second and Third line support when request volumes are high.

· Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

· Prioritise and schedule problems. Escalate problem (when required) to the various support teams.

· Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

· Identify and learn appropriate software, systems and hardware used and supported by the operation

· Perform hands-on fixes at the desktop level if required, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups with customers and Technical Support Agents as required.

· Perform post-resolution follow-ups to major incidents.

· Develop help sheets and FAQ lists for end users.

· Pick up training, and knowledge gaps with Technical Support Agents where identified

· Identify quality improvement areas and escalate to the Service Delivery Manager

· Act as a point of escalation and knowledge for IT Engineers on a daily basis.