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- Tasks: Manage service desk operations and ensure top-notch support for customers.
- Company: Join a leading retail technology software company in Central London.
- Benefits: Enjoy a competitive salary, dynamic team environment, and opportunities for growth.
- Why this job: Be part of a fast-paced team that values humour and collaboration while making an impact.
- Qualifications: 2+ years in a customer-facing service desk role, ideally in SaaS; ITIL knowledge preferred.
- Other info: Based in vibrant Central London; send your CV in Word format.
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. Please send your CV to us in Word format.
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
Familiarise yourself with ITIL processes, as they are crucial for this role. Consider obtaining a certification if you haven't already, as it demonstrates your commitment and understanding of best practices in service management.
✨Tip Number 2
Gain hands-on experience with ticketing systems like FreshDesk or ZenDesk. If you haven't used them before, explore their features through free trials or tutorials to show your proactive approach during interviews.
✨Tip Number 3
Brush up on your Excel skills, especially in data analysis and reporting. Being able to demonstrate your ability to track SLA targets and manage ticket workflows effectively will set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully resolved customer issues in the past. Highlight your troubleshooting skills and your ability to keep customers informed throughout the process, as this is key to the role.
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 highlights your relevant experience in helpdesk support, particularly in a SaaS environment. Emphasise your skills in ticket workflow management and any ITIL processes you've implemented.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service skills and your ability to work in a fast-paced environment. Mention specific examples of how you've successfully managed tickets and improved service delivery.
Highlight Technical Skills: Clearly outline your experience with front-end ticketing systems like FreshDesk or ZenDesk, as well as your proficiency in Microsoft Office, especially Excel. If you have knowledge of web languages, make sure to include that too.
Proofread Your Application: Before submitting, double-check your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Jas Gujral
✨Showcase Your Helpdesk Experience
Make sure to highlight your 3 to 5 years of commercial helpdesk support experience. Be ready to discuss specific examples of how you've managed ticket workflows and resolved customer issues in previous roles.
✨Demonstrate ITIL Knowledge
Since the role requires knowledge of ITIL processes, prepare to explain how you've implemented these concepts in past positions. Discuss any specific incidents where you improved operational efficiencies through ITIL practices.
✨Familiarity with Ticketing Systems
Be prepared to talk about your experience with front-end ticketing systems like FreshDesk or ZenDesk. Share examples of how you've used these tools to manage tickets and improve customer service.
✨Keep It Light-hearted
Given the fast-paced environment, it's important to show that you can maintain a sense of humour. Prepare a light-hearted anecdote that demonstrates your ability to stay positive under pressure while still delivering excellent service.
