System C
About the Role:
Manage the Health and Social Care 1st line customer service desk, ensuring swift and effective handling of customer requests. This role requires excellent organizational and communication skills to meet service level agreements and support customer satisfaction.
Key Responsibilities:
- Manage daily operations, resource allocation, and work assignments to meet service levels.
- Receive and handle customer support requests.
- Monitor service delivery channels and collect performance data.
- Develop and apply service standards to track, monitor, report, resolve or escalate issues. Create support documentation.
- Guide customer service desk analysts to gather minimum data requirements, collate information, and communicate with customers.
- Create customer-facing support documentation.
- Maintain adequate staffing levels for the Customer Service Desk.
- Collaborate with support managers for seamless coordination and timely resolution of outages.
Skills and Expertise:
- Proven experience managing a Service Desk team and adhering to Service/Operational Level Agreements and Availability.
- Strong relationship building, influencing, and negotiation skills.
- Experience in document management, training, and guidance.
- Collaborative team player and able to work independently when necessary.
- Excellent management skills including delegation, influencing, coaching, performance management, and conflict resolution.
- Strategic thinking abilities.
- Strong documentation skills.
- Excellent relationship and people management skills.
- Excellent written and verbal communication and interpersonal skills.
- Proficient in MS Office applications.