Service Desk Team Leader

Job Type:
Permanent
Job Sector:
Customer Service
Region:
Scotland
Location:
Dalgety Bay
Salary Description:
competitive salary
Posted:
27/06/2018
Recruiter:
Ingenico group
Job Ref:
Cs1

Ingenico are recruiting for a Service Desk Team Leader

Leading and supporting a team of Agents within the Northern European Region Service Desk. The Service Desk Team Leader will provide a professional, high standard service to all merchants and customers of Ingenico UK Ltd through their team of Helpdesk agents

Who we are

Ingenico is one of the leaders in the fintech market, with more than three decades of experience. Innovation is part of our DNA and our diverse community of experts keep our business at the forefront of the payment industry by anticipating the evolution of commerce worldwide. We are shaping the future of payments on a global scale.

Key responsibilities

- To lead, coach and mentor a team of analysts, to ensure all the team members meet all KPI's, service targets and quality standards
- To perform regular weekly meetings with the team to discuss team objectives and any pertinent issues
- To manage call distribution using the ININ telephony system to ensure all Service Desk SLA's are met.
- To provide technical and procedural assistance to the analysts within the team.
- Driving Customer Service within the team ensuring service excellence and professionalism is continually at the highest possible level, including ongoing assessments of processes and procedures
- To manage the departmental tickets and ensure compliance, adherence and SLA's are achieved
- To handle complaints to the best possible resolution for the Customers and Ingenico UK Ltd.
- To participate in internal or external qualifications or training courses as deemed appropriate by the training team or line manager
- To adhere to company policies, processes and procedures at all times.
- To show flexibility within the role, offering assistance to other teams as workloads allow.
- To work on specific ad hoc projects as defined by the business


Who you are

- Ability to motivate team members to produce the required levels of performance
- Good communicator with customers, internal and external on the telephone in a professional manner
- Ability to work in a team environment and work to the Service Desk's targets and objectives
- Ability to produce and analyse reports on Service Desk activities.
- To manage own workloads effectively
- Ability to be flexible and work to changing priorities demanded by the customer requirements
- Ability to support out of hours major incidents


Contact Details:
Ingenico group
Tel: 01314798485
Contact: Tom DOWELL
Email:

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