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- Tasks: Manage service desk operations and ensure top-notch support for customers.
- Company: Dynamic retail tech company in the heart of Central London.
- Benefits: Competitive salary, vibrant work culture, and opportunities for growth.
- Why this job: Join a fast-paced team and make a real difference in customer service.
- Qualifications: 2+ years in a customer-facing service desk role, ideally in SaaS.
- Other info: Embrace a fun, collaborative environment while tackling exciting challenges.
The predicted salary is between 25000 - 35000 £ per year.
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.
Key skills required:
- 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.
Service Desk Manager – Central London employer: Jas Gujral
Contact Detail:
Jas Gujral Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager – Central London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in previous roles, especially around ticket management and customer service. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Manager – Central London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your relevant experience in helpdesk support and any ITIL knowledge you have. We want to see how your skills match what we're looking for!
Showcase Your Customer Service Skills: Since this role is all about providing top-notch service, don’t forget to showcase your customer service skills. Share examples of how you've handled customer issues and kept them updated throughout the process.
Keep It Professional and Clear: When writing your application, keep it professional but also clear and concise. Use bullet points where necessary to make it easy for us to read through your experience and skills quickly.
Apply Through Our Website: We encourage you to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Jas Gujral
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL processes in your previous roles, especially in incident and problem management. This will show that you understand the framework and can implement it effectively.
✨Showcase Your Ticketing System Experience
Familiarise yourself with the ticketing systems mentioned in the job description, like FreshDesk or ZenDesk. Prepare examples of how you've used these tools to manage workflows and resolve customer issues efficiently. This will demonstrate your hands-on experience and readiness for the role.
✨Demonstrate Your Customer Service Skills
Be prepared to share specific examples of how you've handled customer enquiries in a professional manner. Highlight instances where you kept customers updated on their ticket status, as this aligns with the company's focus on quality service. A good sense of humour can also go a long way in showing your personality!
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your troubleshooting and fault diagnosis skills. Think about common issues you've encountered in past roles and how you resolved them. This will help you illustrate your problem-solving abilities and your approach to maintaining SLA targets.
