Job Description Customer Services Team Leader
Division: ICT Services
Department: Service Desk
Reports to (Job Title): Service Desk Manager
Main Goal
To provide day to day management, supervision and support for the Level 1 Service Reception
Team.
Responsibilities/Tasks
Work with Service Desk Managers (SDM) to effectively support and develop the Level 1 Service
Reception Team
To ensure adequate staffing levels and manage the workload of the teams.
To develop a training programme to ensure appropriate levels of knowledge is readily available for the teams.
To review, recommend and implement process to increase efficiency and effectiveness of the teams.
To provide support and advice relating to calls and other operational issues to the role holders’ immediate teams as well as supporting the rest of the service desk.
To work closely with the SDM and other SD TLs to provide an exceptional level of service to both customers and internal stakeholders.
To monitor SLAs ensuring they are adhered to highlighting any recurring issues.
To produce scheduled and ad hoc reports as required by management.
To provide support and resolve issues over the phone.
To escalate unresolvable issues to the Field Service Team, Remote Resolution Team ...