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Swindon / Remote
Advertising Salary
£30,000 - £40,000

The opportunity

The key purpose of this role is to support the IT Service Desk Manager with the management of the IT Service Desk, coaching and mentoring the Service Desk Analysts to ensure the team operates to an extremely high standard in providing an outstanding service experience to Openwork Colleagues and Adviser Firms.

A key deliverable will be to manage incoming calls and ticket queues, making sure issues and requests are resolved within SLA.  As well as, monitoring the quality of the tickets, listening to calls and undertaking call coaching on a regular basis to develop the team’s skill set, helping to train out processes and procedures to provide a seamless support structure, creating a "shift left" culture that helps improve the overall customer experience. 

This is a hybrid role based in our Swindon office - given that restrictions have now lifted, we will ideally be looking for the successful candidate to be based in the office 2-3 days a week, with the option to work from home the remainder of the time. 

Your responsibilities

  • To help manage, motivate, and develop Service Desk Analysts to achieve stretch performance goals and targets.
  • To organise and prioritise team workload in an effective manner.
  • Manage and coordinate urgent and complicated support issues.
  • Deal with any escalations to a high standard.
  • Instilling best practices within the Service Desk Team, ensuring complete and accurate logging of all calls.
  • Proactively identify areas of service improvement.
  • Undertake team monthly one to ones in the Service Desk Managers absence.
  • You will also be expected to handle technical calls during busy times on the IT Service desk.


What will you need to succeed?

  • Experience of being a Service Desk Team Lead or coach within a busy service desk.
  • Good understanding of industry best practices on service desk management.
  • Strong technical foundation with excellent 0365, desktop and application support skills again from being an IT Service Desk analyst.
  • Strong knowledge of call queue management.
  • Experience in call coaching.
  • Able to resolve Technical Desktop and application calls.
  • High motivated person who is passionate about delivering an outstanding service.
  • The ability to motivate a highly productive service desk team in a
    fast paced environment.
  • First class communications skills and ability to liaise with stakeholders across all levels of business.
  • Good analytical and problem-solving skills with the ability to troubleshoot and diagnose problems.
  • Excellent written and verbal communication skills with a professional and confident telephone manner.
  • The ability to take ownership of a problem and see it through until the end.
  • Experience working with Financial Advisors or in a FCA regulated environment is preferable.
  • ITIL V3 or V4 knowledge, desirable.
  • Experience using Assyst, desirable.

Why The Openwork Partnership?

We’re a dynamic, fast-paced and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We’re investing heavily in the development of our people, continuously striving to give them the platform to reach their full potential.

We’re also very proud of our culture, having placed in the Top 100 Best Companies to work for again in 2021. The Openwork Partnership values and respects individuality and we are committed to building an inclusive culture and environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

On top of offering a modern workplace with bags of development opportunities, we also offer a highly attractive benefits package to reward you for your hard work. This includes a competitive base salary, annual bonus, enhanced pension, critical illness cover, income protection and a range of other flexible benefits.

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