Service Desk Manager – Central London

Jas Gujral; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retail technology firm in London is hiring a Service Desk Manager to oversee ticket management and ensure high-quality customer service. You should have 3-5 years of helpdesk experience, knowledge of ITIL processes, and familiarity with ticketing systems like FreshDesk or ZenDesk. The role offers a salary range of £25K - £35K and requires strong communication and troubleshooting skills.

Qualifications

• 3-5 years of commercial helpdesk support experience.
• Experience in a customer-facing Service Desk role, ideally in a SaaS environment.
• Working knowledge of ITIL Service Management concepts.

Responsibilities

• Support various teams to ensure high quality of service.
• Manage ticket workflow including triage and escalation.
• Troubleshoot and provide resolution to customer issues.

Skills

Customer service skills

ITIL knowledge

Experience with ticketing systems

Microsoft Office proficiency

Understanding of HTML/JavaScript

Tools

FreshDesk

ZenDesk

Job description

Overview

Our Client is a retail technology software company. They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.

Responsibilities

• Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
• Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
• Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
• Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
• Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
• Monitoring agreed SLA\'s and ensuring daily/weekly targets are met; Reporting on SLA targets, numbers and types of requests; Maintain a sense of humour whilst working in a fast-paced dynamic team!

Essential Skills

• At least 2+ years of experience in a customer facing Service Desk role, ideally in a SaaS environment within the Internet industry.
• Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
• Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
• Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
• Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.
• Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment

Based in Central London.

The salary for this role will be £25K - £35K.

Please send your CV to us in Word format.