Do you want to work in a fun environment, where there is a good mix of people, there is a warm and welcoming environment and lots of banter, whilst you enjoy providing a high degree of professionalism in this state of the art, SME business in High Wycombe.
Are you from an, IT or Managed Services background (not essential but nice to have) ? Are you from a SME sized business where you have shaped the framework of a department, and love team management/client management and improving processes and procedures?
This role is primarily to provide support to the Service & Support Director, Operational
Management of a service delivery desk and Management of the service
and support desk team. This team comprises of Technical Co-Ordinators and the Technical
Support Desk, which in turn manages the co's field engineers and onsite technicians.
This person will also be responsible for Client Customer Services, delivery of SLA’s,
processes, procedures, timely delivery of reports to our clients, follow up visits, PM
scheduling and leading the team in a forward direction.
They will assume overall responsibility for the smooth running of the service delivery to
clients, reporting on a daily/weekly basis to the Service & Support Director on all stats,
callouts, any issues and opportunities. The division’s performance will be reviewed against
KPI’s and customer satisfaction surveys.
They will be an escalation point for clients and must be able to proactively deal with
anything that may arise to ensure customer satisfaction.
The team management will ensure that Field Service Engineers attend client sites with the
correct information, skills, tools, and parts to affect a first-time fix, whilst ensuring timely
follow up visits should they be required.
They will also need to ensure that quotes are correctly specifying spares, and equipment.
Key Responsibilities and Duties
Operational Management of the Service & Support Division
Management of the Service Desk team
Support Service & Support Director
Put processes and procedures in place for the Service division
Agree KPI’s with Service & Support Director and instigate these ensuring they are
Provide an escalation point for clients and deal with any issues/complaints that may
arise - this could be out of hours
Put in place new procedures to improve the efficiency of the division
Identify trends in fault reporting and put procedures in place to proactively improve
May be required to attend client meetings and service reviews
Meet weekly and provide weekly reports to Service & Support Director
Record and audit calls to service desk on a weekly/monthly basis
Record and audit engineer visits on a weekly/monthly basis
Provide statistics on a monthly basis - top 10 clients etc
Hold a monthly service team meeting and ensure these are minuted and follow ups
Create annual audits and service schedules to cover critical spares held on site.
Keep client asset lists up to date co-ordinating with Onsite and Field Engineers
Create RAMs for engineer visit and ensure they are approved in a timely manner.
Cases not fixed first time are investigated and ownership to ensure follow up action
Updating CRM and updating clients in a professional manner.
Ensure site surveys are completed and all paperwork is collated and has uniformity
Understand and proactively adhere to customer SLA’s
Proactively monitor types of faults and repairs for trends in equipment failure
Ensure all documentation is passed to from Projects to Service once a project is
Ownership of faults that occur within the first 3 months of Project completion
Provide phone cover for Service Desk
- operations manager
- Service Desk management
- Audio visual background
- Managed services background
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