Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose of the job:
1. Provide the day-to-day management of the assigned Service Desk Support Team to ensure teams are delivering to the required standards and targets.
2. Provide leadership and direction to the assigned Service Desk Support Team, ensuring appropriate alignment and compliance to the defined processes.
3. Ensure that the assigned Service Desk Team work collectively as a team to deliver timely resolution to customer requests from telephone and the Service Portal.
4. Manage and provide the primary point of contact for Exponential-e Customers to record all issues and requests.
5. Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.
6. Provide support to Exponential-e Customers to resolve any issues at first contact where appropriate.
7. Be available for On-Call, as part of the Service Desk On-Call Rotation, to provide ownership for out of hours escalations in support of the customer.
8. Escalate issues and involve other Service Desk Teams wherever required in order to resolve an issue as quickly as possible.
9. Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated in line with the SLAs and KPIs.
10. Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
11. Take technical ownership for escalations from the Service Desk 1st Line Engineers via call transfer or ticket assignment.
12. Provide 1st/2nd Line support to Exponential-e Customers to resolve any issues at first contact where appropriate and all within SLAs.
13. Primarily responsible for managing and driving progress of support tickets from the end-users through to resolution.
14. Meet the Engineer objectives in terms of call c=volumes, ticket resolution s and NPS adoption rates, aligned to those set of the Service Desk Support Team.
Key responsibilities for this job:
15. Act as the deputy and provide authoritative cover for the Service Desk Manager role when the Service Desk Manager is unavailable.
16. Act as a direct point of contact for escalations and complaints to ensure a swift and highly effective resolution of issues.
17. Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.
18. Work in partnership with the Learning and Development team to continue to develop the skills and knowledge of the Engineers in the Service Desk Team, to allow them to continually drive a high service delivery performance and quality provided to the customer and their end user community.
19. Define a clear training strategy for Engineers in the Service Desk Team to excite, inspire and retain those in the Service Operations department including succession planning of all service roles.
20. Manage the Service Desk Engineer’s development through clear goal setting, establishing development plans, regular coaching and performance reviews and ensure all is documented on internal systems.
21. Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
22. To be a highly motivated team leader and player with the skills and ability to manage changing priorities.
23. Establish key service relationships with the external suppliers and drive their updates and delivery against their assigned tickets.
Knowledge and experience required:
24. Experience managing the service demands of a Service Support Team.
25. Experience in call handling and customer facing engagement.
26. Experience of managing service tickets in ServiceNow, including those assigned to external suppliers.
27. Experience in using ITIL based ticketing system (ITIL foundation).