Job Description

The successful applicant will be responsible for:

Managing the day-to-day running of the Helpdesk in partnership with the existing Support Supervisor, including;
Incident Allocation - Allocation of Calls to 1st and 2nd Line Teams
Problem Escalation - Ensure all incidents have been escalated correctly
Trend Analysis - Both volume and root cause
The creation of individual training plans for all members of the support desk.
Ensure the correct level of cover and skills are available at all times.
To plan rotas and suggest staffing level changes, where appropriate.
Deputise for the IT Customer Support Manager, where appropriate. To use processes and systems designed to provide Customer Support in a ?World Class? IT environment.
To Champion the Customers? cause

Skills and Experience
The following core competencies are essential to the role:
Customer focus
Good communication skills, both verbal and written
Excellent inter-personnel skills, demonstrating a ?can do? attitude
Ability to inspire junior staff members
Ability to present to both internal and external groups
Previous Supervisory experience, preferably within a Helpdesk environment
Retail experience

The successful candidate must have demonstrable experience in the following key areas:

Working within a team
Ability to work to defined Customer Service standards
A strong collaborative approach
ITIL Awareness
Innovative approach to problem solving
Remote access software

Qualifications/Skills Required

"IT CUSTOMER SUPPORT SUPERVISOR - SOUTH"