Description:
The Service desk supervisor works independently to supervise and monitor the daily operations management of the IT Service Desk, making sure that the IT Service Desk delivers excellent customer service in managing incidents, service restoration and service level agreements. This role is responsible for the work rostering of the IT Service Desk team and must plan and organise to anticipate service demands in advance and ensure appropriate measures are in place to deliver on service KPIs.
Responsibilities
- Responsible for the day-to-day operational management and delivery of prompt in-depth, customer-focused technical support to staff, students and any visitors of the College.
- Ensure the daily operations for Service Desk are running efficiently, including the rostering of staff and all incident logging is accurate and professional, in order that incidents are dealt with according to customer and priority needs, in line with service targets, and resolved adhering to agreed procedures and service levels.
- Responsible for the management of all incidents that are escalated within the Service Desk, for rectifying the problems and handling complex technical or policy issues in a bid to provide more effective solutions.
- Understand the core technical concepts related to the IT Service Desk technical support remit and provide technical hardware and software fault diagnosis troubleshooting advice and guidance to IT Service Desk Analysts.
- Undertake technical liaison with IT service owners and other external service partners to resolve operational incidents or problems.
- Implement such measures as recommended by the college IT Security Manager to ensure that the security of the college IT systems is maintained; responding to any breaches of security.
- Must be able to assume responsibility for incoming incidents affecting many customers or high priority systems and follow all major or significant incident management procedures.
- Ensure customer satisfaction, by closely monitoring new incoming and open incidents, closed first contact incidents and the number of open calls at all times.
- Create accurate performance metrics reports and use data analytics skills to enhance business performance.
Requirements
- Degree or postgraduate qualification in an Information Technology, Computer Science related discipline or A degree or postgraduate qualification with demonstrable level and range of professional experience in IT.
- Significant In-depth technical knowledge & problem-solving capability applied within an IT support environment.
- Up-to-date technical knowledge of desktop technologies associated with learning, teaching and development.
- Evidence of service monitoring experience based on SLA’s and service metrics.
- Proven ability to guide others with technical tasks and to support their professional development.