To deputise for the service desk manager as and when required and provide support as the first point of contact for customers reporting IT issues. You will provide an exceptional standard of customer service when answering calls, responding to customer queries, and logging tickets.

Main Duties and Responsibilities:

Assist in the management of Service Desk team to include:

• Training, development, appraisals, and motivation.
• Maintain individual Personal Development Plans
• Manage team rota, ensuring adequate cover at all times
• Agree and track objectives, record, and track progress
• Manage team skills matrix
• Quality checks – review analyst weekly performance, record any improvements needed and monitor
• First point of contact for customers via telephone, email, and our customer portal 
• Log tickets accurately, with a high level of detail on the ticket management system
• Carry out basic incident resolution (first time fixes) where possible
• Proactively deal with customer queries
• Maintain a positive attitude and a high level of customer service at all times

In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.

Skills and qualities required: 

• Excellent customer service skills
• Excellent written and verbal communication skills
• Interest in Technology
• Experience of the Microsoft Office suite

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.