KEY RESPONSIBILITIES:
- Drive a culture of service excellence within the team providing the necessary leadership and support to ensure a high level of proactive customer service is always delivered.
- Supervise and participate in the provision of 1st and 2nd line technical support for all our services with the knowledge and skills to provide first-time-fix call resolution ensuring that they are completed within agreed SLA’s.
- Follow up the status of incidents on behalf of customers and communicate progress in a timely manner, Ensure timely communications with customers.
- Lead, Motivate, Organise, Mentor, and Manage Level 1 IT Service Team.
- Schedule the team workload to ensure that they are completed in a timely manner.
- Perform performance development reviews and ensure that training requirements are identified and provided where required.
- Supervise the recording, triaging and classification of Incidents & Service Requests to ensure that the ITIL incident management process is adhered to.
- Lead in the management of High Severity Support Incidents and communication with end users relating to the availability of the live service, ensuring coordination of resolving team/parties.
- Produce and contribute to the development of reports management KPIs.
- Liaise with 3rd party vendors and escalate when necessary to ensure timely resolutions.
- Participate in projects as required.
- Ensuring effective documentation of existing and new systems is kept up to date.
- Assist the IT Service Delivery Manager with the development of IT Service strategy.
- Lead the Customer Satisfaction program.
- Ensure activities and design are compliant with Company Policies, in particular IT Security Policies, GDPR and Safety Policies.
- Any other duties that might reasonably be required of you.
REQUIREMENTS
- A strong customer focus with influencing skills, to manage internal and external relationships across all levels of the Glen Dimplex Organisation.
- Be self-motivated, with a strong sense of ownership, and Flexibility to adapt to rapidly changing conditions and priorities.
- Comfortable working outside of core working hours when necessary to complete the task in hand.
- Must have strong organizational skills and multi-tasking capabilities with excellent written and spoken communication skills.
- Experience of working within a similar capacity for a Service Desk.
- Technical competence as a L2 IT support technician.
