Service Desk Analyst (Supervisor)

Dedicated Desk Supervisor

Up to 32,000 + 6k Car Allowance + Pension + 25 Days Holiday

Sheffield (4 days) / Hatfield (1 day)

Our Client:

A leading network infrastructure company, founded in 2001, has expanded its offerings to meet the evolving needs of its partners. With a focus on seamless integration and impeccable service quality, the company is committed to enhancing its partners' reputations as comprehensive IT solution providers.

Opportunity Overview:

Join an exciting journey as a Dedicated Desk Supervisor, where you'll play a crucial role within a dynamic team. Based primarily in our vibrant Sheffield office, this position offers a blend of office-based responsibilities and occasional travel to Hatfield and other client sites. As a linchpin in our operations, you'll ensure the smooth execution of dedicated contracts, driving excellence and solidifying our reputation as an industry leader.

The Role:

• Supervise the customer dedicated team to ensure operational efficiency and high-quality service delivery.
• Generate regular client reports, offering insights into performance metrics and addressing concerns promptly.
• Cultivate and nurture strong client relationships through onsite visits and proactive communication.
• Act as the primary point of contact for both customer dedicated engineers and management, providing support and escalating issues as necessary.
• Manage ticket handling processes, ensuring timely resolution of client queries and issues.
• Provide feedback and suggestions for continuous improvement of services and processes.
• Regularly review call queues, assign tasks to the team, and escalate issues appropriately.
• Take accountability for overall updates and communications between all parties.
• Demonstrate commitment to data protection principles and maintain confidentiality in all interactions.

The Requirement:

• Minimum 3 years of experience in a Service Desk Analyst or supervisory role.
• Ideally, background in the IT industry, particularly in leisure or managed service provider sectors.
• Demonstrated ambition to progress into a supervisory role or desire to further one's career.
• Strong drive to succeed in the role with aspirations for management roles in the future.