Service Desk Supervisor Job at Care Line Homecare Limited (Altrincham)

Job Description

This position requires team supervision, without direct line management accountability, administration and performance management of the team and supporting them on a daily basis with the ability to support the Service Delivery Manager in limited management responsibility. This role also requires team coordination and development of an internal customer culture, including accountability for KPI’s to the Service Delivery Manager. This role will have a greater level of responsibly and act as an escalation point for IT related issues in order to ensure that key and escalated issues are resolved within service levels.

Job Responsibility

Proactive Team supervision and coordination
Build rapport and elicit problem details from service desk customers
Reinforce SLAs to manage end-user expectations
Coordinate IT Engineers on a daily basis ensuring work queues are effectively managed and prioritised
Manage key high-level issues and escalations, ensuring all communications are completed and appropriate individuals are informed
Coordinate and manage 2nd/3rd line issues
Evaluate documented resolutions and analyse trends for ways to prevent future problems
Alert service management to emerging trends in incidents
Assist in software releases and roll-outs and communication to the end users and stakeholders
Assist in Second and Third line support when request volumes are high
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Prioritise and schedule problems
Escalate problem (when required) to the various support teams
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Identify and learn appropriate software, systems and hardware used and supported by the operation
Perform hands-on fixes at the desktop level if required, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups with customers and Technical Support Agents as required
Perform post-resolution follow-ups to major incidents
Develop help sheets and FAQ lists for end users
Pick up training, and knowledge gaps with Technical Support Agents where identified
Identify quality improvement areas and escalate to the Service Delivery Manager
Act as a point of escalation and knowledge for IT Engineers on a daily basis
Supervision of a small IT service desk team including the management of escalations and complaints within the business
Work with all members of all teams to provide reactive support and resolution to issues and continued training
Working closely with stakeholders
Maintain relationships with key suppliers for fault resolution such as telecoms providers and Hardware maintainers

Requirements

Highly self-motivated and directed
A minimum of 2 years’ experience in Senior Support IT role
Exceptional customer service orientation
Calm in times of crisis
Keen attention to detail
Ability to conduct research into a wide range of Information Technology issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Proven analytical and problem-solving abilities
Ability to effectively prioritise and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
Natural leadership skills and Qualities
A desire to succeed within IT Management
Experience of supervising others
Strong technical background working with core Microsoft technologies such as Remote Desktop Environments, Active Directory, Exchange, Windows and MPLS networking

What we offer

Thorough training and the opportunity to develop through self-directed learning, coaching conversations, e-learning modules and access to further qualifications and courses
Support to develop your career, either within your branch or the wider City & County Healthcare Group
Benefits package that includes wellbeing resources, financial advice and up to 14% discount at over 40 retailers including Tesco, John Lewis and many more
22 Days Holiday (increasing to 25 days after 3 years’ service) plus bank holidays
Occupational Maternity Pay & Adoption Pay
Occupational Paternity Pay*
Death in Service Payment*
Occupational Sick Pay

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