Description
The Queue Manager/Service Reporting Analyst will be responsible for the activities involved in supporting the Service Desk second line technical support queue for a specific Programme. Assign tickets to resources according to their skill set, motivate them to fix the issues and take a holistic view to identify common themes/trends.
Scope
- Monitor and manage the queue, follow up on the status of the issues raised, and communicate progress in a timely manner. Provide stats for weekly Service Desk reporting
- Analyse the issues raised, identify and investigate common themes/trends and highlight areas for development/improvement
- Decipher technical terminology and ask the right questions to help understand the underlying reasons for the recurring issues, common themes/trends and find solutions
- Communicate the findings to the Programme team and provide recommended solutions and actions - drive these through to resolution
- Work with the Programme team to define, design and develop a hotspot' process. Own, implement and embed the process
- Build strong relationships with the Change Champions, Programme team members and technicians
- Work with the Change Champions to ensure that Programme decisions and outcomes are communicated effectively and employed across the business
Knowledge, skills and abilities
- Strong analytical approach to organising and interpreting IT related problem areas
- Excellent problem solving and a passion for data analysis
- Good technical understanding of principles involved and the ability to translate in non-technical speak
- Stakeholder/Business relationship management
- Ability to think strategically while taking a hands-on approach
- Organisational and planning skills with a solid attention to detail, quality and accuracy
- Adopts a proactive and flexible approach and has the ability to work under own initiative, effectively prioritise workloads and thrives in a fast paced environment
- Contributes to the work of others whilst having the ability to motivate teams
- Is a good team player and works effectively across the Programme and business. Is able to manage challenging relationships with internal and external teams
- Strong customer service ethos, a professional outlook and a can do' attitude to fit into the culture of the Programme team
NO AGENCIES
NO TELEPHONE APPLICATIONS