Customer Service Desk Shift Lead

Job Summary

As a Service Desk Shift Lead, you will be responsible for providing support and guidance to the Service Desk Analysts working alongside you. You will also be accountable for ensuring activities undertaken by the VIRTUS Service Management Centre (SMC) are completed to a high standard whilst ensuring customer expectations are exceeded.

Main Duties

• Accountable for ensuring that all activities completed during the shift are completed to a high standard
• Accountable for the quality of all communications issued by the SMC
• Act as a point of escalation as part of the Incident Management process
• Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated
• Coach, develop and motivate colleagues, offering training sessions to address gaps in capability
• Act as a Customer Advocate, working with the Service Desk Analysts to facilitate res...

Ready to Apply?

Submit your application today and join our talented team at VIRTUS Data Centres.