Service Desk Supervisor

at  CDW

JOB SUMMARY

Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities. Support the Team Leader with Analyst 121s, coaching, development and delivering adhoc training. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support.Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Awareness of ITIL methodologies and best practice
• Knowledge of the working practices of the area responsible for
• Good working knowledge of Microsoft Word, Excel and Outlook
• Previous supervisory experience

• Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their day-to-day responsibilities
• Support with the delivery of adhoc training
• Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPIs
• Identify and escalate any potential breach of service level or risk to CDW, where possible mitigating breach and managing to resolution
• Provide relevant stakeholders within Services with ad hoc reports
  The above is not an exhaustive list of duties and you will be expected to perform differenttasks as necessitated by your changing role within the organisation and the overall businessobjectives of the organisation.