Service Desk Lead: Quality & Process Improvement

Tata Consultancy Services; Crawley; Presencial; GBP 42 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Pension

Health care

Life assurance

Laptop

Phone

Extensive training resources

Discounts within Tata network

London Marathon sponsorship

Resumo da oferta

Tata Consultancy Services is hiring a Service Desk Lead in the UK to oversee 40 hours per week in a permanent role. You will lead daily operations, supervise SLA adherence, and coordinate escalations while driving continuous improvement across service delivery.

The role emphasizes QA, metrics analysis, knowledge management, and collaboration with cross-functional teams to enhance efficiency and customer satisfaction. Full-time with a competitive package.

Qualificações

• Good communication skills, both verbal and written, with ability to coach associates.
• Strong understanding of IT service management principles and practices.
• Experience with service desk tools and technologies.
• Knowledge of common IT infrastructure and applications.
• Ability to analyze data and identify trends and patterns.
• Ability to develop and implement solutions to improve service delivery.
• Manage shift operations, queue monitoring, escalations, ageing tickets, SLA breaches and governance.
• Hands-on exposure to ServiceNow or similar ITSM tools, Microsoft 365 and AD.
• Experience in dashboards, RCA inputs, and monthly governance reports.
• Understanding of continual service improvement initiatives.

Responsabilidades

• Conduct regular quality assurance audits of service desk operations.
• Analyze data and metrics to identify trends and areas for improvement.
• Develop and maintain quality standards, procedures and documentation.
• Identify and propose process improvements to enhance efficiency and customer satisfaction.
• Collaborate with service desk teams to implement process changes.
• Monitor performance of service desk processes for ongoing optimization.
• Contribute to the knowledge base content and accessibility for users.
• Promote knowledge management tools and resources.
• Lead daily huddles, queue reviews and shift handovers to ensure SLA adherence.
• Act as first level escalation point and coordinate with resolver groups.
• Coach team members on call handling and first contact resolution improvement.
• Drive continual service improvement actions by identifying repeat contacts and automation opportunities.

Conhecimentos

Strong communication

IT service management

Data analysis

Shift operations

Coaching associates

Ferramentas

ServiceNow

Microsoft 365

Active Directory

Remote support tools

Knowledge management

Descrição da oferta de emprego

Tata Consultancy Services is hiring a Service Desk Lead in the UK to oversee 40 hours per week in a permanent role. You will lead daily operations, supervise SLA adherence, and coordinate escalations while driving continuous improvement across service delivery.

The role emphasizes QA, metrics analysis, knowledge management, and collaboration with cross-functional teams to enhance efficiency and customer satisfaction. Full-time with a competitive package.