Service Desk Team Leader

SERVICE DESK TEAM LEADER - 1 YEAR FIXED TERM CONTRACT

LOCATION: CHICHESTER

SALARY: £28,000 - £32,000

The Capita Group Plc is the UK's leading business process outsourcing company. Our goal is simple - to help our diverse customer base of public and private sector clients improve service to their customers.

At Capita Group we aim to attract, develop and retain talented people. As an employer we seek to ensure we invest in you for the long term. We've created an environment which empowers individuals and rewards performance as well as focusing on a healthy work life balance.

The Service Desk Team Leader is a critical role leading an internal IT Service Desk of a FTSE 100 company on behalf of a key client in West Sussex. Interfacing with technical teams and users alike, the successful candidate will possess excellent customer handling, staff supervisory and communication skills and have experience of working within an ITIL focussed service operation. The incumbent will ensure the success of a team of 10 Service Desk analysts in delivering incident support and request fulfilment to an environment supporting up to 24,000 end users.

The role has the following key components:

- Management and supervision of IT Service Desk operation and staff.
- Adherence to ITIL Processes for Incident, Change, Problem and Knowledge Management.
- Management of case management system (Amdocs).
- Management of Service Desk telephony system (Siemens HiPath).
- Use of analytical skills to extract and describe service statistics.
- Ensure conformance to Service Level Agreement (SLA), Performance Indicators and Key Performance Indicators.
- Point of escalation for technical and service oriented issues.
- Monitor and maintain standard processes to complete standard operations.
- Any other assigned duties in line with status and ability
- Train and mentor Service Desk analysts to continually challenge and improve individual, team and service performance.

ESSENTIAL SKILLS AND EXPERIENCE

- Demonstrable understanding of ITIL Service Desk Function and complementary processes (Incident, Problem, Change & Knowledge management)
- Service Desk Leadership or equivalent supervisory experience in similar sized team
- Clear understanding of Service Desk and IT Support technologies and systems

DESIRABLE SKILLS AND EXPERIENCE

- HDI/SDI Service Desk Analyst, Service Desk Manager Certification
- ITIL Foundation Certificated

PERSONAL ATTRIBUTES

- Assertive manner with ability to challenge existing processes and performance
- Able to sustain lengthy periods of concentration
- Clear and confident telephone manner
- Able to deal with frustrated and emotive callers
- Able to demonstrate initiative and ownership of incidents and escalations
- To be able to produce clear and well written documents.
- Maintains professional and service-minded attitudes and behaviours
- Excellent customer service skills

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.