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Help Desk Manager
This job has expired, and cannot be applied for.
- Posted By: Tek Personnel
- Address:
- Contact: 0114 2525730
- Date Posted: 7th Oct 2008
- Salary: £35000 - £40000 per annum + pension, health, bonus, life cover
- Location: Other
- Reference Code: SV/S/J000840
- Views Since Posting: 42
- Full Description:
Job Title:
Customer Support Desk Team Leader
Technology understanding or supported CTI, VOIP, IVR, Voice recording
Salary:
£35,000 base, circa £5,000 bonus
Benefits :
Pension/health plan contr, Company Bonus, Life cover
Location:
Fort Parkway, Birmingham, West Midlands
Experience Required:
A background in IT support and have a proven track record in delivering exceptional service to a large client base.
Essential is experience of problem management, major incident management and implementation of effective fault diagnosis processes.
Essential is a knowledge of Call Centre Technologies and their application of use including a good understanding of Contact Centre Telephony solutions and networks including VoIP.
Excellent working knowledge of Windows desktop and server O/S, MS SQL, IE & IIS.
Excellent working knowledge of VPN and remote connectivity.
Desirable is a working knowledge of Call recording, Performance Management, Quality Management and data analytics solutions.
Responsible to:
Customer Support & Development Manager
Duties:
Responsible for the management and allocation of incoming issues and requests, delivery of SLA's for our customers and ensuring that they are adhered to.
Handle and resolve issues/requests and assist other support specialist in the resolution of complex support issues.
Line management responsibility for team of support specialists.
Set up and maintain document sharing for the support centre.
Maintain a knowledge base to assist in issue resolution.
Management of Product support test lab environment
To attend customer site to assist in customer support review meetings as and when required.
Ensure a full quality service is both offered and delivered via the helpdesk.
Ensure that appropriate resources are in place to deal with shifting workloads and business priorities.
To deal with escalations following the correct procedures.
Additional Information:
The ability to lead and inspire others.
Need to be a highly effective communicator.
Excellent customer interaction skills.
Diplomacy skills.
Excellent organization skills.
Efficient in the use of Word, Excel, PowerPoint.
Strong ability to drive own development and that of others.
Highly motivated and customer focused.
Very good standard of written skills.
There will be a requirement to work outside the normal business hours including being available for out of hours escalations.
Reason for Appointment: New Role
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