Service Desk Supervisor

CCH Group is the largest social care provider in the UK, delivering high-quality care services nationwide. With over 260 locations and around 14,000 care professionals providing approximately 1.5 million care hours each month, we are committed to excellence in care. This role is part of our Complex Care division.

This position requires team supervision, without direct line management accountability, administration and performance management of the team and supporting them on a daily basis with the ability to support the Service Delivery Manager in limited management responsibility. This role also requires team coordination and development of an internal customer culture, including accountability for KPI’s to the Service Delivery Manager.

This role will have a greater level of responsibly and act as an escalation point for IT related issues in order to ensure that key and escalated issues are resolved within service levels. This role will need experience of supervising others and a strong technical background working with core Microsoft technologies such as Remote Desktop Environments, Active Directory, Exchange, Windows and MPLS networking

Relationships

Internal and Stakeholder

This role includes the Supervision of a small IT service desk team including the management of escalations and complaints within the business. The role also requires the individual to Work with all members of all teams to provide reactive support and resolution to issues and continued training. Working closely with stakeholders and have previous experience of should it be required.

External

Maintain relationships with key suppliers for fault resolution such as telecoms providers and Hardware maintainers.

 

Key Duties/Responsibilities

· Proactive Team supervision and coordination

· Build rapport and elicit problem details from service desk customers.

· Reinforce SLAs to manage end-user expectations.

· Coordinate IT Engineers on a daily basis ensuring work queues are effectively managed and prioritised.

· Manage key high-level issues and escalations, ensuring all communications are completed and appropriate individuals are informed.

· Coordinate and manage 2nd/3rd line issues

· Evaluate documented resolutions and analyse trends for ways to prevent future problems.

· Alert service management to emerging trends in incidents.

· Assist in software releases and roll-outs and communication to the end users and stakeholders.

· Assist in Second and Third line support when request volumes are high.

· Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

· Prioritise and schedule problems. Escalate problem (when required) to the various support teams.

· Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

· Identify and learn appropriate software, systems and hardware used and supported by the operation

· Perform hands-on fixes at the desktop level if required, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups with customers and Technical Support Agents as required.

· Perform post-resolution follow-ups to major incidents.

· Develop help sheets and FAQ lists for end users.

· Pick up training, and knowledge gaps with Technical Support Agents where identified

· Identify quality improvement areas and escalate to the Service Delivery Manager

· Act as a point of escalation and knowledge for IT Engineers on a daily basis.

· Highly self-motivated and directed.

· A minimum of 2 years’ experience in Senior Support IT role

· Exceptional customer service orientation

· Calm in times of crisis.

· Keen attention to detail

· Ability to conduct research into a wide range of Information Technology issues as required.

· Ability to absorb and retain information quickly

· Ability to present ideas in user-friendly language.

· Proven analytical and problem-solving abilities

· Ability to effectively prioritise and execute tasks in a high-pressure environment

· Experience working in a team-oriented, collaborative environment

· Natural leadership skills and Qualities

· A desire to succeed within IT Management

What you’ll get

We offer thorough training and the opportunity to develop through self-directed learning, coaching conversations, e-learning modules and access to further qualifications and courses. You’ll have the support to develop your career, either within your branch or the wider City & County Healthcare Group. We’ll also empower you to feel proud of the impactful and meaningful work that you do.

We’ll reward you with a benefits package that includes wellbeing resources, financial advice and up to 14% discount at over 40 retailers including Tesco, John Lewis and many more.

We will also offer you:

• 22 Days Holiday (increasing to 25 days after 3 years’ service) plus bank holidays
• Occupational Maternity Pay & Adoption Pay
• Occupational Paternity Pay*
• Death in Service Payment*
• Occupational Sick Pay
• *Subject to terms and conditions and qualifying period

We see extraordinary achievements happen every day thanks to the talent and commitment of our people. We want to transform the care industry by working smarter, using innovative tech and driving forward positive change. As the largest care company in the UK, we have the size and success to offer you a world of career opportunity, choice and security. Join us on our journey.

CCH Group is an Equal Opportunities Employer.