Position description

ICT Services are currently seeking a Service Desk Team Lead, working on one of our customer sites in the Dundrum area.

The Service Desk Lead is a desk-based, full-time role in an office environment working standard public sector hours 8am to 6pm on a roster basis where shift patterns are established in order to provide sufficient breaks and leave. No weekend work. The role reports to Tower Lead but will also have a dotted line with the Service Delivery Manager ultimately reporting into the Head of Operations in Ireland.

This role is focused on ITIL methodology implementation at Service Desk.

The duties of the role include:

• A SPOC for the SDM to work with on each desk to drive high quality and champion shift left.
• A strong emphasis on ITIL methodology and it’s implementation at Service Desk is an absolute requirement.
• Call taking and ticket logging 70% of the time and 30% active team management.
• This role is a split of BAU support and improvement activities- 3 Days per week are pure support while the other 2 days are dedicated to improving service quality at the desk – KBA preparation, CSI, analytics, quality.
• The Lead will take responsivity for ensuring the desk is adequately resourced, looking at opportunities to being efficiency, promote ITIL, work under the instruction of the SDM to complete CSI activities
• Interaction with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints to ITIL standards
• Analyse customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain high standards of customer service.

Essential / Minimum Criteria:

• Previous call centre or customer service management experience for a minimum 1 year
• Fluent English Language Skills: Able to communicate with customers on a day-to-day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.
• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s
• Demonstrate IT competencies in the following areas;
  • Windows 10/11
  • Office 365
  • Rostering
  • ITIL methodology

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