The Helpdesk Manager will manage the helpdesk team and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).
Duties and Responsibilities
Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved
Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers
Implement methodologies to improve first call resolution
Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business
Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness
Train helpdesk staff to ensure that support is provided in a consistent manner
Implement staffing and scheduling models to ensure guaranteed coverage to the business
Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support
Skills / Attributes Required
Experience of managing a team within a Helpdesk environment
Thorough knowledge of Windows operating systems (Windows XP / Vista / Windows 7, including Server knowledge)
ITIL certification is desirable
Demonstrable evidence of influencing positive change within a helpdesk environment
