Helpdesk Manager
Location: London , South East Salary: From 45,000 to 50,000 per annum plus package Date posted: 02/04/2012 13:00 Job type:Permanent Company: Resilient Networks plc Contact: . . Ref: Totaljobs/MPTJ13228634Z Job ID: 53259189 Based in London W1, Resilient Networks are looking for a Helpdesk Manager to manage the helpdesk function which is exclusively focused on supporting their external client base.
The Helpdesk Manager is an important role for Resilient Networks and is a great opportunity for someone to drive genuine step-change within the business, from a helpdesk perspective.
This role is a Helpdesk Manager position. It is focused on supporting external and internal customers. This role has two focuses, the first is Resilient's external custome r base providing high quality customer interaction across our entire product portfolio. The second is Resilient's internal user base focusing on typical office IT services.
The service that Resilient provide their clients is telephony-based software. Therefore your team of 4 will be tasked with supporting this service and handling all 1st and 2nd line issues. You will need to ensure that all incidents and orders are dealt with and resolved in a timely manner.
A key focus of the role will be monitoring and reviewing stats, trends and reporting in order to spot issues before they arise. Therefore this role requires someone to be very analytical, who can create a proactive Helpdesk and who is constantly thinking of customer experience and how to improve it based on a continuous improvement methodology
You will be responsible for creating a vision for the Helpdesk, which will need to align with the business strategy and customer requirements. I n order to implement this vision, you will need to work closely with the Product Manager, Sales team, support teams, partners and customers to improve the Helpdesk function and promoting the excellent reputation of the helpdesk.
Skills & Attributes Required: Demonstrable experience of managing a technical helpdesk Analytical - ability to use stats, trending and reporting to benefit a Helpdesk Developing easy to read but informative reporting for consumption by various stakeholders Credibility with stakeholders and clients Strong written and verbal communication People / performance management ITIL foundation Skills & Attributes Desired:
Degree Familiarity with telecommunication technologies, cloud-based voice & data services ITIL managers certificate (red badge)
Our client, Resilient Networks plc, are based in London W1 and is a highly trusted service provider of next generation voice services that empower partners and their business customers with strate gic competitive advantage.
SmartNumbers, Resilient Networks' flagship service, is widely deployed by large organisations such as banks, government and defence who seek to speed business transformation and compliance. Its resilient and flexible services are delivered 'on demand' across any combination of network; land line, mobile or VoIP and guarantee consistency across the country and across the world, in the office, on the move, at home and in a crisis.
Resilient Networks' customers use these services to transform their existing voice services into a strategic business offering that can better meet their customers' business needs. Crisis situations are particularly pertinent for the use of Resilient Networks' services, often promoted under a joint partner-SmartNumbers brand. For instance BT SmartNumbers.
These services are typically co-branded with suppliers of business technology. Siemens, Avaya, Ericsson, Microsoft, Nortel as well as op erators BT, France Telecom and Deutsche Telekom have all deployed the company's technology internally or re-sold to their enterprise customers.
Where specific UK qualifications are required we will take into account overseas equivalents. All third party applications will be forwarded to Michael Page.
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