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Service Desk Co-ordinator

Job Description

Job Description

The Service Desk Coordinator is a member of the service team and is responsible for providing support to stores, home offices and Logistics. As a Coordinator you will also have the responsibility of managing a team of Service Desk Analysts.

You'll be required to work on a shift pattern that includes working one in every four weekends. The desk is open 8am - 8pm and your rota will be based around those hours.

The Role

Providing exceptional leadership skills, personal development, cross training and mentoring to Service Desk Analysts.

Managing the team's operational performance to ensure that agreed targets and SLA's are met.

Act as an escalation point, effectively manage and take full ownership for ongoing incidents, coordinating various work streams to ensure positive outcomes.

Manage and evolve polices, processes and procedures. Support the introduction of new systems and new technologies, upskilling the Service Desk Analysts.

Providing an excellent customer service experience by communicating and engaging with internal colleagues, Third parties, Walmart and Strategic Partners so we can place the client at the forefront of our efforts.

Respond and resolve incidents with our global support teams within the agreed SLAs.

Respond to service request and incidents raised within ServiceNow ITSM system.

You'll work closely with all levels within the business raising corresponding support tickets within the call logging system. You will prioritise incidents, assign impact and urgency.

Candidate Description

Do you have experience of working on a busy Service Desk, managing people, and driving incident performance? If so, then we would love to hear from you., You'll have previous experience of working in a busy Service Desk environment with an understanding of service desk metrics.

You will need to be Proactive and have the ability to work under pressure. You will use your experience of managing people to drive excellent customer experience and ticket resolution to agreed SLA's.

You'll have the ability to prioritise workload based on impact and urgency of the tasks at hand. Experience of working in an ITIL environment is highly desirable, but not essential.

Application Description

If you have any questions regarding the role, then please email, Asda House - Leeds Asda House, Great Wilson Street, Leeds, West Yorkshire, United Kingdom, LS11 5AD Loading…