Global Service Desk Dispatch Service Shift @ Park Intelli Solutions

Job Description

About The Job The purpose of this role is to lead the Shift Teams performance, productivity, utilisation, and workloads across all roles, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained. What will you do To lead the Shift Teams performance, productivity, utilisation, and workloads, ensuring that all contractual service levels are achieved, and high levels of customer satisfaction are maintained. Provide supervision, coaching and mentoring to all members of the shift team, carrying out monthly 121s and working with the Quality Management Team to address areas for improvement and recognising outstanding performance, and providing written feedback to the Service Desk Manager. Act as a role model and coach to all members of the shift team, leading by example, to demonstrate high standards of performance and customer service. Manage the balance of resources across the shift, ensuring that workloads / tickets. are correctly prioritised and break-time cover is scheduled appropriately to ensure that all Service Desk tasks are appropriately resourced to achieve contractual SLAs. Act as the initial point of contact for all on-shift staff with the aim of reducing the need for escalation to the Global Service Desk Manager. Act as the initial point of escalation for customers queries and complaints where these cannot be managed by the Service Desk shift. Manage all high priority calls and Major Incidents for P1s, P2s or escalations during the shift; ensuring customer specific processes are followed and timely escalations are in line with process. Conduct a detailed handover at the start and end of every shift to enable the next shift team to continue call management in the most efficient way and provide seamless support to the customer. Pro-actively carry out ticket management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations and act as the first point of internal escalation to facilitate a speedy resolution within the Shift Team. Conduct queue management to ensure all tickets are assigned quickly and accurately to ensure contractual response SLAs are met. Utilise and update the ESP Knowledge Base to maximise the speed of resolution and improve customer satisfaction. Own tickets throughout your shift and ensure defined Incident and Request Management processes are being followed and are working as intended. Maintain a high level of customer service always to provide an excellent customer experience. What will you bring to ESP Minimum of 2 years Managed Service Desk experience required. ITIL Foundation awareness. Strong knowledge and understanding of IT Service Management ticket management systems. Results focused with ability to measure, analyse, and drive performance against KPIs. Detailed, methodical, and logical approach to problem solving. Able to quickly digest data, analyse issues, devise, and execute action plans as appropriate. Excellent written and verbal communication skills If you are. Motivated to develop your career in Global Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore. What We Will Offer Personal & Professional Development Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives whether you want to become a knowledge expert in your field or apply your skills to another division. Diversity, Inclusion & Belonging We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. Salary We offer a competitive range based upon suitability or experience. Benefits Medical Insurance Perkbox discounts Who are we: ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination thats manages over 1,000 tickets a day for more than 200 customers. Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Real Estate Consultant / Agent
Functional Area: Not Applicable
Role/Responsibilies: Global Service Desk Dispatch Service Shift

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Keyskills:   Problem solving Communication skills Managed Service Desk experience ITIL Foundation awareness IT Service Management ticket management systems