At a Glance
- Tasks: Lead the service desk team to ensure top-notch ticket management and customer satisfaction.
- Company: Join KERV Interactive, a forward-thinking company focused on exceptional service delivery.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and customer-first principles.
- Why this job: Be a key player in enhancing customer experiences and driving process improvements.
- Qualifications: Proven service desk experience with knowledge of ITIL practices and ServiceNow preferred.
The predicted salary is between 40000 - 50000 £ per year.
KERV Interactive is seeking a Service Desk Operational Lead to manage the lifecycle, quality, and performance of all service desk tickets. This role ensures incidents and requests are handled efficiently while delivering an exceptional customer experience.
You will own ticket management, monitor SLAs, and drive process improvements, ensuring adherence to Kerv's customer-first principles.
Candidates should have proven service desk experience and ideally have experience with ITIL practices and ServiceNow.
Hybrid Service Desk Lead - ITIL & SLA Champion employer: Kerv Interactive
KERV Interactive is an exceptional employer that prioritises a customer-first approach while fostering a collaborative and innovative work culture. Employees benefit from comprehensive training in ITIL practices, opportunities for professional growth, and a supportive environment that encourages process improvements. Located in a dynamic industry, KERV offers a unique chance to make a meaningful impact on service delivery and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Service Desk Lead - ITIL & SLA Champion
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service desk world. Attend industry events or webinars, and don’t be shy about asking for introductions. We all know someone who knows someone, and that could be your ticket to landing that Service Desk Lead role!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience with ITIL practices and ServiceNow. We want to see how you’ve improved processes and managed SLAs in past roles. Be ready with examples that showcase your expertise!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle specific service desk scenarios, like managing high ticket volumes or ensuring customer satisfaction. We recommend practising your responses so you can demonstrate your problem-solving skills and customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged. So, get your application in and let’s get you one step closer to that Service Desk Operational Lead position!
We think you need these skills to ace Hybrid Service Desk Lead - ITIL & SLA Champion
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your service desk experience and any ITIL practices you've worked with. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about delivering exceptional customer experiences and how you can contribute to KERV's customer-first principles. Keep it engaging and personal.
Showcase Your Process Improvement Skills:Since this role involves driving process improvements, share specific examples of how you've enhanced service desk operations in the past. We love seeing candidates who can think critically and implement effective solutions!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Kerv Interactive
✨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 practices in your previous roles, especially in managing service desk operations. This will show that you understand the framework and can implement it effectively at KERV.
✨Showcase Your SLA Management Skills
Prepare examples of how you've monitored and managed SLAs in past positions. Highlight any specific metrics you tracked and how you ensured compliance. This will demonstrate your ability to uphold KERV's customer-first principles through effective ticket management.
✨Emphasise Process Improvement Experience
Think of instances where you've driven process improvements in a service desk environment. Be ready to share specific changes you implemented and the positive impact they had on efficiency and customer satisfaction. This aligns perfectly with the role's focus on enhancing service quality.
✨Prepare for Customer Experience Scenarios
Anticipate questions about handling difficult customer interactions or resolving complex issues. Prepare to discuss your approach to ensuring an exceptional customer experience, as this is crucial for the Service Desk Operational Lead role at KERV.
