SERVICE DESK MANAGER
| Employment Type | Permanent |
|---|---|
| Location | West Midlands , Birmingham |
| Industry Sector | IT |
| Start Date | 01/05/08 |
| Salary/Rate | 35000 |
| Reference | JG35 |
| Date Advertised | 10-06-2008 - 00:01 |
This vacancy is out of date and no longer accepting applications.
Description
Helpdesk Manager required to manage the Service Desk and User Administration function, ensuring that service to the business meets agreed SLAs and that strategic Help Desk initiatives plans are implemented effectively.
The helpdesk Manager will proactively oversee the review of system access levels and user admin, working with the business to ensure greater control where required and meeting all Audit requirements.
Monitors the customer service and support levels provided to the business through the management of required call logging and management tools. Targets to be reported against include;
Service Desk in line with the targeted 75% 1st line fix.
User Administration Team in line with the targeted 24 hour turnaround
Provide KPI reporting for the Help Desk and relevant 3rd party suppliers ensuring effective trend and root cause analysis.
Ensure timely and effective communication of relevant issues to key business sponsors, minimising the impact caused by major IS problems.
Take ownership of IS Customer Satisfaction surveys across the business, implementing required changes to ensure continuos improvement.
Continually review procedures and practices, recommending any changes to improve operational effectiveness and efficiency in order to deliver added value in terms of enhancing the end user experience of the software platform.
Manage Service Desk staff ensuring that adequate cover is provided to support business requirements during all core hours and additional ad hoc requirements such as Stocktake.
Experience in utilising Voice and Call Logging Management tools an advantage
Experience and knowledge of IS system security and KPI Reporting
The minimum vocational/academic qualifications required
A reasonable level of general education (HNC or equivalent).
Please call michelle.orourke@concept-it.com
08708 507888
A helpdesk Manager required oo manage the Service Desk and User Administration function, ensuring that service to the business meets agreed SLAs and that strategic Help Desk initiatives plans are implemented effectively.
The helpdesk manager will proactively oversee the review of system access levels and user admin, working with the business to ensure greater control where required and meeting all Audit requirements.
Monitors the customer service and support levels provided to the business through the management of required call logging and management tools. Targets to be reported against include;
Service Desk in line with the targeted 75% 1st line fix.
User Administration Team in line with the targeted 24 hour turnaround
Provide KPI reporting for the Help Desk and relevant 3rd party suppliers ensuring effective trend and root cause analysis.
Ensure timely and effective communication of relevant issues to key business sponsors, minimising the impact caused by major IS problems.
Take ownership of IS Customer Satisfaction surveys across the business, implementing required changes to ensure continuos improvement.
Continually review procedures and practices, recommending any changes to improve operational effectiveness and efficiency in order to deliver added value in terms of enhancing the end user experience of the software platform.
Manage Service Desk staff ensuring that adequate cover is provided to support business requirements during all core hours and additional ad hoc requirements such as Stocktake.
Experience in utilising Voice and Call Logging Management tools an advantage
Experience and knowledge of IS system security and KPI Reporting
The minimum vocational/academic qualifications required
A reasonable level of general education (HNC or equivalent)
Please call michelle.orourke@concept-it.com
08708 507888
