Service Desk Shift Leader (6 month FTC)

Service Desk Shift Leader (6 month FTC)

Closing date: 05 January 2018

Location: Peterborough

Ref Num: 3050

The CDW UK Service Desk is currently recruiting for an enthusiastic and motivated addition to their team. 

Are you looking for a fast-paced and challenging role where you will be a point of escalation for the team?

Are you:

•        Passionate about providing all CDW customers with the best level of customer service and support?
•        Team focussed with a genuine passion for leading individuals?
•        An excellent communicator with good relationship management skills?

If so, the Recruitment team wants to hear from you by noon on 05 January 2018!

The successful applicant will;

•    Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities
•    Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
•    Endeavour to provide all CDW customers with the best level of customer service and support
•    Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
•    Ensure process, procedural and contractual agreements are being followed correctly by the team
•    Prepare daily, Weekly, Monthly & Ad-hoc reporting when required
•    Be the point of escalation for both internal and external customers, taking ownership through to resolution
•    Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader
•    Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPIs
•    Identify and escalate any potential breach of service level or risk to CDW, where possible mitigating breach and managing to resolution
•    Provide relevant stakeholders within Services with ad hoc reports

Knowledge and Experience

•    Awareness of ITIL methodologies and best practice
•    Knowledge of the working practices of the area responsible for
•    Good working knowledge of Microsoft Word, Excel and Outlook
•    Previous team management experience
•    Practical experience of an external Managed Services provider

Please note, your application will be retained for a period of six months. After this period it will be removed from our systems.

To apply for this position, please click ‘Apply Now' and send your CV and a covering letter.


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