At a Glance
- Tasks: Lead a team of Service Desk Analysts and ensure top-notch customer support.
- Company: Join VIRTUS, the UK's fastest growing data centre provider with a focus on innovation.
- Benefits: Competitive pay, flexible shifts, and opportunities for personal growth.
- Other info: Dynamic work environment with a strong emphasis on teamwork and improvement.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Experience in ITIL and service desk environments is essential.
The predicted salary is between 30000 - 40000 £ per year.
About VIRTUS
VIRTUS Data Centres is the UK's fastest growing data centre provider which owns, designs, builds and operates the country's most efficient and flexible data centres. Our mission is to consistently exceed the expectations of customers through innovative, high quality solutions and services. We employ intelligent thinkers - people with positive attitudes, who add the quality of 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 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.
Main Duties
- 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
Experience
- Essential: Experience in working within an ITIL environment.
- Essential: Experience with working within a Service Desk or Service Management Environment.
- Desirable: Previous experience with a ticket management system.
- Desirable: Previous experience of working within a demanding and time critical environment.
- Desirable: Previous experience within a data centre or IT service desk.
Knowledge
- Essential: IT literate.
- Essential: Competent in the use of Microsoft office and CRM tools.
Skills
- Excellent written and communication skills.
- Effective prioritisation and execution of tasks in a high pressure environment.
- A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline.
- Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.
- Process driven, with the ability to focus on the end result.
- Ability to learn quickly and work on own initiative.
- A complete finisher.
In line with the VIRTUS' Safeguarding Policy, the successful applicant must be willing to undergo a BS7858 screening process.
Working Hours
12-hour shifts between 7am-7pm and 7pm-7am on a rota basis to include weekends and bank holidays.
Customer Service Desk Shift Lead in West Drayton employer: Job Search Place Limited
VIRTUS Data Centres is an exceptional employer, offering a dynamic work environment where innovation and teamwork are at the forefront. Employees benefit from comprehensive training and development opportunities, fostering personal growth while contributing to the UK's leading data centre provider. With a commitment to exceeding customer expectations and a culture that values individual initiative, VIRTUS provides a rewarding career path for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Desk Shift Lead in West Drayton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Desk Shift Lead in West Drayton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
