Service Desk Team Leader - Brightred Recruitment

Job Title: Service Desk Team Leader

Job Reference: BR_3238

Location: Slough

Salary: £34K

A leading integrated security solutions provider is seeking a Service Desk Team Leader to manage a Service Desk Team on a daily basis to deliver a professional service to their clients, along with providing support to the desk and engineers to respond to their clients in an efficient manner.

About the role:

  • Manage/assist the service administrators to ensure the client is updated with the fault/repair process once a call is logged
  • Manage the service inbox to make sure daily calls/emails are responded to in a timely manner
  • Overlook the scheduling of engineers and the ordering of parts and distribution
  • Make sure the engineer has the information to be able to complete the call when parts arrive
  • Support account managers in resolving client queries and resolving issues
  • Call closing on a daily basis and ensuring our client has all reports and updates
  • Daily invoicing of closed / completed calls
  • Resolve any invoice queries, liaising with the client to resolve
  • Support the contracts administrator in creating client accounts
  • Weekly meetings to discuss: – open calls, invoicing, KPI’s
  • Training of new starters and coaching the UK Service desk team

About you:

  • Attention to detail and accuracy in call logging/reporting
  • Good customer service and telephone skills with positive outlook
  • Ability to build close relationships with the team/engineers and clients
  • Able to work under pressure and continue to multitask/prioritise well
  • Capable of using own initiative to facilitate work flow
  • Team player
  • Keen to support other team members and show reasoned decision-making skills
  • Well organised, strong planning skills and prioritising ability
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