SMC Shift Lead

West Drayton - UK

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

About VIRTUS

VIRTUS Data Centres is the UKs fastest growing data centre provider which owns designs builds and operates the countrys most efficient and flexible data centres.

Our mission - consistently exceed the expectations of customers through innovative high quality solutions and services. We employ intelligent thinkers people with positive attitudes who add to the quality of our customer proposition and business.

We value individual endeavour and initiative encourage teamwork and togetherness because collective experience and expertise is VIRTUS greatest strength.

Job Summary

As a Service Desk Shift Lead you will be responsible for providing support and guidance to the Service Desk Analysts and Monitoring Analysts working alongside you. You will also be accountable for ensuring activities undertaken by the VIRTUS Service Management Centre (SMC) are completed to a high standard whilst ensuring customer expectations are exceeded.

Working Hours: 12-hour shifts between 7am-7pm and 7pm 7am on a rota basis to include weekends and bank holidays.

Duties and Responsibilities

Accountable for ensuring that all activities completed during the shift are completed to a high standard

Accountable for the quality of all communications issued by the SMC

Act as a point of escalation as part of the Incident Management process

Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated

Coach develop and motivate colleagues offering training sessions to address gaps in capability

Act as a Customer Advocate working with the Service Desk Analysts to facilitate resolutions to customer issues

Track route and direct requests and incidents to the correct resource escalating where appropriate

Measure KPIs and queues ensuring all requests are dealt with professionally and effectively

Responsible for producing customer facing service reports

Any other reasonable requests made by your line manager.

Person Specification

Essentials

Experience in working within an ITIL environment.

Previous experience with a ticket management system.

Process-driven with the ability to work towards tight SLAs

Competent in the use of Microsoft office applications

Excellent communication skills verbal and written

Proactive the ability to work quickly while using your own initiative

Resilient able to remain calm under pressure.

Good analytical and problem-solving skills.

Self-motivated driven to go the extra-mile.

Customer focussed

Desirable

Previous experience within a data centre or customer service desk.

Previous experience leading or mentoring or managing others within the team

Previous experience working within a data centre

Previous experience of working within a demanding and time critical environment.

In line with the VIRTUS Vetting Policy the successful applicant must be willing to undergo a BS7858 screening process.

About VIRTUSVIRTUS Data Centres is the UKs fastest growing data centre provider which owns designs builds and operates the countrys most efficient and flexible data centres.Our mission - consistently exceed the expectations of customers through innovative high quality solutions and services. We empl...