Customer Service Desk Shift Lead

About VIRTUS

VIRTUS Data Centres is the UK’s fastest growing data centre provider which owns, designs, builds and operates the country’s most efficient and flexible data centres. Our mission is to consistently exceed the expectations of customers through innovative, high quality solutions and services. We employ intelligent thinkers – people with positive attitudes, who add the quality of customer proposition and business. We value individual endeavour and initiative, encourage teamwork and togetherness because collective experience and expertise is VIRTUS’ greatest strength.

Job Summary

As a Service Desk Shift Lead, you will be responsible for providing support and guidance to the Service Desk Analysts working alongside you. You will also be accountable for ensuring activities undertaken by the VIRTUS Service Management Centre (SMC) are completed to a high standard whilst ensuring customer expectations are exceeded.

Main Duties

· Accountable for ensuring that all activities completed during the shift are completed to a high standard

· Accountable for the quality of all communications issued by the SMC

· Act as a point of escalation as part of the Incident Management process

· Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated

· Coach, develop and motivate colleagues, offering training sessions to address gaps in capability

· Act as a Customer Advocate, working with the Service Desk Analysts to facilitate resolutions to customer issues

· Track, route and direct requests and incidents to the correct resource escalating where appropriate

· Measure KPIs and queues ensuring all requests are dealt with professionally and effectively

· Responsible for producing customer facing service reports

Any other reasonable requests made by your line manager.

Person Specification

Experience:

Essential:

· Experience in working within an ITIL environment.

· Experience with working within a Service Desk or Service Management Environment

Desirable:

· Previous experience with a ticket management system.

· Previous experience of working within a demanding and time critical environment.

· Previous experience within a data centre or IT service desk.

Knowledge:

Essential:

· IT literate.

· Competent in the use of Microsoft office and CRM tools.

Skills:

Essential:

· Excellent written and communication skills.

· Effective prioritisation and execution of tasks in a high pressure environment.

· A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline.

· Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.

· Process driven, with the ability to focus on the end result.

· Ability to learn quickly and work on own initiative.

· A complete finisher.

In line with the VIRTUS’ Safeguarding Policy, the successful applicant must be willing to undergo a BS7858 screening process.

Working hours: 12-hour shifts between 7am-7pm and 7pm-7am on a rota basis to include weekends and bank holidays.