Service Desk Supervisor - Chorley

Job Description

I have an immediate requirement for a Service Desk Surpervisor for my client based close to Chorley.

Leading a team of 9 1st Line Service Desk Engineers you will be the point of escalation for people and projects.

KEY RESPONSIBILITIES:

• Onboard, train and mentor new members of the team
• Act as first point of escalation for team members in HR and technical issues
• Provide statistics and report on KPIs to demonstrate progress and performance of the service desk team
• Active involvement in the documenting and updating of the knowledgebase
• To deputise for the Service Desk Manager in their absence

RESPONSIBILITIES

• Maintaining and developing the Incident Management process
• Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible to determine the underlying root causes of issues
• Supporting the team in the progression of open incidents
• Leading and facilitating route cause analysis investigations into complaints relating to the handling of incidents
• Reviewing and approving hardware incidents, including BITRs and engineer jobs
• Working with Service Desk team to ensure that the Knowledge Base and our SMEs are utilised in incident resolution
• Maintaining and developing the Problem Management process
• Assist in keeping problem and known error records updated with the latest information to ensure there is a clear flow of actions
• Managing root cause analysis between technical teams in relation to high impact incidents, Problems and Known Errors
• Liaising with the development team to ensure that changes are planned and released to have a positive impact on the customer estate
• Diagnosis of faults and determining whether new incidents are related to existing known errors or problem records, logging as new if appropriate
• Update the Knowledge Base with relevant information relating to problems to ensure that the Operations department are working to aid Problem Management and improve incident resolution times
• Plan and execute deployment of software updates

Salary of £32k with 4 days onsite per week and 1 day remote.

Please apply now.