Our Brook Street well-established client is a top leading Managed Service Provider who are looking for a Service Desk Supervisor to join their thriving and ever-growing team.
- Providing support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities
- Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
- Endeavour to provide all customers with the best level of customer service and support
- Maximising productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
- Daily, Weekly, Monthly & Ad-hoc reporting when required.
- Point of escalation for both internal and external customers, taking ownership through to resolution
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's
- Identify and escalate any potential breach of service level or risk, where possible mitigating breach and managing to resolution
- Awareness of ITIL methodologies and best practice
- Knowledge of the working practices of the area responsible for
- Good working knowledge of Microsoft Word, Excel and Outlook
- Previous team management experience
- Practical experience of an external Managed Services provider
*Please APPLY NOW* but if you would like any further information please call me on 07483458787, email me on with your CV.