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Service Desk Manager

Service Desk Manager
Dublin Permanent Hybrid Negotiable Ref: E18921SDG

Job Description

My Financial Services client is actively recruiting for a Service Desk Manager to join their team for a 3-6 month daily rate contract paying a strong daily rate.

Job Responsibilities

  • Responsible for the provision of the Service Desk function presenting a single point of contact for all requests, incidents and queries, meeting agreed SLAs and service standards.
  • Lead the Service Desk as an example of excellence in customer service and going the extra mile to achieve customer satisfaction. Oversee and manage the identification, classification, assignment and resolution of incidents and requests. Owning these for prompt settlement on the service desk, or through escalation to relevant 2nd, 3rd line or external supplier support teams, continuing to monitor and keep users informed throughout to resolution and closure.
  • Championing best practice; ITIL and other relevant frameworks, within and outside IT Services, ensuring documentation, processes and other elements align for optimal benefit to the business.
  • Ensuring sufficient resources are available for the Service Desk service to operate successfully through all contact channels whilst meeting peaks and troughs in University demand.
  • Maintain information and cyber security awareness for all activities, escalating where necessary to ensure the safety of the Group-s data and operation.
  • Manage the Access Management process ensuring users accounts are securely managed throughout their life cycle from creation -moves – changes and finally deletion.
  • Manage and continually improve the Service Desk’s effectiveness, impact and outcomes focusing on improving customer service, perception and satisfaction.
  • Act as first line of escalation for complaints, ensuring they are investigated and handled with sensitivity as well as generally monitored/reported on for underlying issues.
  • Managing the Service Desk team to ensure that the teams agreed objectives are met.
  • Ensuring a strong process is followed within the team whilst dealing with queries and tickets.
  • Provide, develop and utilize performance reporting and review performance to optimize the service desk function and service delivery.
  • Plan and manage design, implementation/integration, maintenance and upgrade of: policies, processes and operations.

Experience Required

  • Strong customer service and interpersonal skills.
  • A minimum of four years- experience on an IT Service Desk.
  • A minimum of two years- experience managing a team
  • You are experienced in MS Office and Document Management Systems
  • You have strong previous experience in configuring and managing mobile devices.
  • The ability to identify and prioritize certain tasks when necessary.
  • Great communication skills

Consultant Details

Stephen Daly's Profile Picture
Name: Stephen Daly
Title: Director
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