Are you passionate about providing exceptional customer service and resolving issues? Join Defence Digital as a Service Desk professional, where your role will be pivotal in supporting us to help prepare and co-ordinate Defence Digital’s corporate services.
You will be responsible for managing the team that delivers a wide variety of corporate services to the business including the provision of accounts, licences, purchases, and some assets. The resourcing and development of the team, including addressing any team-related issues and implementing solutions to improve productivity. You will also be responsible for managing workloads and intervening in any escalations of requests. A hands-on role, where customer satisfaction is at the heart of all that is done, the incumbent will be expected to react quickly to issues and implement appropriate and satisfactory solutions.
Responsibilities:
Identify and explore opportunities for service and business improvement. Drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the Defence Digital derives maximum value from services.
Management of electronic payments, including making payments, managing the workload, extracting management information, and ensuring compliance.
Maintain and improve customer satisfaction and the customer experience.
Manage and ensure delivery of services, the provision of appropriate and timely management information to senior members of staff and Defence Digital boards.
Be aware of, and communicate, changes within Defence Digital that impact on the work of the team and change systems and processes accordingly.
Intervene in customer queries and escalations, ensuring a mutually satisfactory solution for both parties.
For further information on the skills required for a Service Desk Manager, please refer to the Government Digital Data Capability Framework: Service desk manager - Government Digital and Data Profession Capability Framework