Service Desk Shift Lead

Role Overview Provide a primary focal point of contact for customers to report incidents, problems, make enquiries or request support in relation to services provided. Working as part of a team of analysts across a range of contracts to specific service level agreements. This role will be responsible for leading a team of analysts Key Responsibilities T o act as the primary focal point for customers to communicate all incidents, problems and requests relating to services. Manage incidents and problems though their full life cycle to a satisfactory resolution. Resolve as many incidents, problems and requests as possible at the first call. Record accurately and fully all calls on the incident/problem management system. This should be in accordance with the latest version of Operational Procedures. Monitor and progress all incidents and problems through to completion. This includes observing the use of severity codes, ensuring that calls are appropriately escalated in accordance with the contracts service level agreements. Liaise between Sopra Steria support teams, customers and third-party suppliers to ensure effective communication. Providing customers with accurate and timely feedback on the status of incidents, problems and requests, demonstrating customer service excellence at all times Maintain accurate, complete and up-to-date documentation on Service Desk operational procedures for each business area using the Service Desk. Identify any areas of difficulty or areas for improvement providing a quality service to the customer. Ensure standardized methods and techniques are used for the preparation, building, testing and implementation of changes to meet Service Levels and prevent change-related incidents. Manage the production of internal communication to ensure regular management reports to the Service Desk Manager Provide technical expertise to others in the team. Key member in the team; promotes teamwork and guides others. Lead a shift team, support the management of rotas and cover for the Service Desk