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.