Description
Purpose of the Role:
Managing the joint Health and Social Care 1st line customer service desk. Ensuring initial response and triage of customer requests are quickly and effectively managed.
Duties and Responsibilities:
* Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
* Acts as the routine contact point, receiving and handling requests for support.
* Monitors service delivery channels and collects performance data.
* Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
* Ensure the customer service desk analysts are identifying the minimum dataset for requirements and manage the collation of information and communication with customers.
* Responsible for the creation of customer facing support documentation.
* Ensure appropriate cover levels at all times for the Customer Service Desk.
* Foster collaboration and effective communication with other Support Managers to ensure seamless coordination and timely resolution of outages.
Requirements:
* Demonstrable experience of managing a team and Service Desk operation, working within Service/Operational Level Agreements and Availability.
* Strong relationship building, influencing, and negotiating skills.
* Demonstrable document management, training and guidance experience.
* Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand.
* Excellent management knowledge and skills (Example: delegation, influencing, coaching, performance, conflict management).
* Demonstrable strategic thinking.
Skills Required:
* Good documentation skills.
* Excellent relationship & people management skills.
* Strong written & verbal communication and interpersonal skills.
* Good working knowledge of MS Office applications.