service desk analyst

Description

MAIN PURPOSE OF ROLE:

• Management and leadership of all aligned Service Desk Team Leaders – 121s, PMPs, ad hoc support and guidance, coworker development
• Undertake regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review
• Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs
• Ensure rota management and resourcing is fit for purpose
• Drive all aligned Service Desk teams towards proactive incident, request and queue management on a 24/7 basis
• Provide a senior level escalation point for aligned customers and internal management
• Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across aligned Service Desk sub teams and wider teams when required
• Identify service improvement areas across the Service Desk
• Ensure SI initiatives are identified and logged with the SI team
• Work collaboratively and responsively with the Service Improvement Team to drive continual service improvement across the Service Desk. Actively participate in SI initiatives and ensure aligned teams do the same
• Contactable and diligent outside of core working hours for Team Leader support and guidance
• Carry out ad hoc project work for Management
• Be responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)
• Work consistently an collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service Desk
• Drive professionalism across the Service Desk at all times
• Produce and deliver KPIs for aligned teams

KNOWLEDGE AND EXPERIENCE:

• Experience of Service Desk Management for 3-5 year preferably within an MSP
• A strong understanding of IT Service Desk principals is key
• Proven people management and leadership skills
• A good understanding of all of CDW’s Service Operational departments, systems, processes and tools is desirable
• A strong understanding of the ITIL lifecycle

PERSONAL ATTRIBUTES:

• Highly motivated self-starter with ability to work with all hierarchical levels
• Passionate about what they do and making a difference
• Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
• Demonstrates a positive, proactive, results driven approach
• An enthusiastic individual with a passion to lead, develop and contribute
• Able to demonstrate adaptability in response to changing needs and priorities
• Tolerant and dependable under pressure. Able to work to deadlines.
• Has a professional ‘can do’ attitude and approach
• A leader who can manage and inspire CDWs core values