The role in more detail will entail:
- Overall responsibility for the Service Desk performance and strategy
- Managing the service team to organise the scheduling of work for Technical Engineers with the assistance of internal Tech support
- Monitoring against SLA’s and KPI achievement
- Creating and delivering weekly reports and regular performance analysis
- Handle client complaints and manage escalations
- Coordinate the whole process of engineer call outs
- Onboarding new clients
- Oversee the management and updating of the job ticketing system
The ideal candidate will possess strong management and customer service skills with a minimum of 3 years operational experience. They will have the ability to coordinate and organise schedules for a team of field staff, post assessment from first line technical support. Attention to detail and being methodical in record keeping, whilst managing reporting is essential.