Search for live jobs like this one.
IT (Call Centre - Call Logging) Resource Leader |
|---|
IT - Help Desk and Tech Support |
in London City |
| World leader - International Management Group - Urgently require a skilled IT Resource Leader / call centre Manager/supervisor.
You will be a senior member of the team who will be able to allocate resources appropriately to enable a team of technical engineers provide the highest level of customer focused technical desk side support for our internal customers based in the office, client sites and in the home. You will have experience in managing Service Level Agreements (SLA's) and proven statistical/reporting skills. You must have at least 3 years experience with supervising a team/resources within a large busy IT environment. You will be somebody who really enjoys a challenge, enjoys working within a large team, having fun but somebody who is conscious of getting the work done. (We like to get the work done and then have fun!) Main Duties and responsibilities Primary responsibility is the Management of calls allocated to the London Local Support queue. Responsible for first line contact with customers within the 20 minute SLA. Updating our Clarify helpdesk system with necessary information that is readily available for our Technical Engineers to resolve calls. Call allocation to relevant teams and resolving groups. Tracking of Technical Engineers to ensure that all actions are logged, tracked, updated and reported accordingly. General Team Administration/Organisation including planning, management, reporting of statistics, ordering stationery, taking team meeting minutes and general day to day running, Act as a point of contact for the resolver groups and other areas/members. Job Profile Responsibilities 1 Supervision Received and Discretion: The extent to which guidance is required or available. Guidance and advice from Colleagues/Team Leader and others across ICT as required. 2 Decision Making & Accountability: The responsibility for making independent decisions and impact on the sections performance. Relate with examples of what is expected. The position holder must be capable of working within the procedures and guidelines laid down within the Quality Management System. The job holder's experience and knowledge will be such that issues will be resolved or escalated to colleagues to the Team Leader. 3 Problem Solving & Mental Demands: The intensity and range of the mental process that is required to solve problems. Ability to prioritise and understand how to plan own workload effectively. Must be capable of escalating team/technical issues in a professional manner to either Team Leader or Manager. 4 Work Pressure and Complexities: The pressures placed on individuals by complexities, priorities and deadlines. Must have aptitude to work under pressure in a support environment and meeting agreed service levels. 5 Contacts: The extent of contacts internally and externally. The ability to communicate with all levels of staff, management and up to Partner level. The main contacts will be within the Business and liaison with other UK IT colleagues. 6 Education: The minimum educational requirements required for the job. O Levels or GCSE equivalent. Good overall knowledge of IT 7 Training: The minimum period of training for the job. Proficient in applications such as Windows XP, Office *****and experience of providing stats is required to achieve baseline. This could be up to three months training in total. 8 Experience: The minimum period of relevant experience required for the job. Will have worked within a Customer Services environment possess good all round knowledge of IT and its use within a business environment of a minimum of 3 years. 9 Personality: Characteristics that would be required to fit in with the department/team. Bright. Enthusiastic. Someone who enjoys helping people. A good communicator. Strong problem solving skills. Resilient, confident and tenacious. Solid responsible attitude. Good interpersonal skills. A sense of humour. 10 Other Factors: Evidence is required of experience with First line or Desk side support. Must have a flexible approach to working hours. Occasionally be prepared to travel to other sites/regions. Likely Candidate You will be somebody with a mature outlook and who likes dealing with all levels of the firm in a challenging environment. You should have a Customer Service/Administrative background environment with exceptional supervisory, communication, organisational and facilitation skills. You will be confident, assertive and a key facilitator in the processes and running of the department, that help the whole department/firm work in a more productive and efficient manner. A proven track record of working in large teams, from a helpdesk environment, and experience of a call logging system. Salary from £25,000 - £30,000 |
Search for live jobs like this one.
Contained here is an archive of the jobs posted on London Office Jobs. This is purely for reference. Applications for this job in London cannot be made. If you wish to find current vacancies please use the search option contained in the menu.
For more office Jobs in London
