Apr 25, 2019
Service Desk Supervisor
The role is part of the team responsible for receiving and handling requests for IT support from Rentokil NA business units
Purpose of role:
The Service Desk Supervisor is responsible for the day to day management and quality of incidents and activities that are required to be completed by the Service Desk Team.
Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.
Supervises individuals and teams. Allocates routine tasks and/or project work. Provides direction, support and guidance as necessary, in line with individuals’ skills and abilities. Monitors progress against agreed quality and performance criteria. Acts to facilitate effective working relationships between team members.
Supervision of a team of Service Desk Analysts, managing workload and providing necessary support and guidance
To deliver high quality support, owning support requests and managing them to a successful outcome for the customer
Managing support requests in line with current process and targets, ensuring KPI’s are met and customer satisfaction is maintained
Supervises individual in line with organisational strategy. Supports and guides the work of individuals and small groups.
Allocates routine tasks and assigns project work to individuals, according to their particular skills, capabilities, and development needs. Creates job descriptions, as appropriate, in order to develop others and appraise performance. Understands link between professional development and performance management.
Provides direction, support and guidance as necessary, in line with individual’s skills and abilities setting appropriate and effective boundaries. Sets achievable goals, monitoring and acknowledging performance and supporting individual and team development. Collects data on individual and team performance. Gives regular feedback to team members and leads them to achieve their full potential.
Acts as a role model for individuals and team members, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.
Facilitates effective working relationships between team members, Motivates team members to maintain a high level of performance. Engages with, and empowers team members.
Following agreed procedures, provides advice to users on systems, products and services which are available to them.
Acts as the routine contact point, receiving and handling requests for support.
Responds to service requests for support by providing information to fulfill requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.
Monitors service delivery performance metrics and liaises with manager to ensure that SLAs are not breached.
Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
Assists with the development of client services standards and applies these to track, monitor, report, resolve or escalate issues.
For all products, services and systems within the area of responsibility, demonstrates, installs and commissions systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
Prioritizes and diagnoses incidents according to agreed procedures.
Investigates causes of incidents and seeks resolution, analysing complex problem situations to determine underlying causes and helping users to recover or continue operation.
Ensures that requests are handled according to agreed procedures. For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.
Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.
Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
Knowledge & skills:
Has the skills for:
Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.
Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.
Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.
Maintaining focus on agreed objectives and deliverables.
Understanding the hierarchy and culture of own, customer and supplier organizations and being able to identify the decision makers and influencers.
Communicating effectively in reports and via emails.
Establishing relationships and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different societies and cultures.
Directing others to undertake specified tasks.
Checking progress against targets, reporting and escalating exceptions/issues as necessary and taking action to resolve exceptions.
Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
Is proficient in:
Service Management Tools Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends.
Techniques for identifying, gathering and validating customers needs in the delivery of IT services.
Knowledge of the IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aaS, middleware/SOA, local area networks, Lan, WLan, Wi-Fi etc) and the IT applications and service processes used within own organization
Is familiar with:
Methods and techniques for creating and delivering effective learning and development, including specifying strategies using modern online resources such as virtual learning environments and add-ons to improve quality and integrity of learning delivery.
Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans.
Methods and techniques used when interviewing someone for a job or position.
The application of automated systems to the support of specific business functions or processes.
The planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices. Examples: topological design, load balancing, virtual distributed firewall, overlay networks.
System software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: Windows, Linux, OS X, MVS, UNIX, Virtualization, Cloud Services.
Specific standards, practices, appraisal and certification programs associated with the IT practitioner's current role.
The activities, structure, and position in the organization of the functions or departments for which services are provided. Examples: sales, engineering, marketing, production, accounting and administration.
The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services.
Is aware of:
The IT environment relating to own sphere of work (own organization and/or closely associated organizations, such as customers, suppliers, partners), in particular own organization’s technical platforms and those which interface to them through the specialism, including those in closely-related organizations.
The economics of service delivery such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.
The complete sequence of activities within a process. May be simple, such as receipt of an order to delivery of a product or service, or more complex, involving multiple collaborating service providers.
A minimum of 3 years experience of:
Leading a team
Working in a Service Desk providing support to a complex customer base
Diagnosing and resolving IT related support requests (hardware, software and applications)
Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)
Contributing to the improvement of service processes and customer satisfaction
HDI - Support Center Analyst certified (required)
HDI - Support Center Team Lead certified (preferred)
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