At a Glance
- Tasks: Lead service desk operations, manage ticket lifecycles, and ensure top-notch customer satisfaction.
- Company: Join Kerv, a forward-thinking company that values teamwork and innovation.
- Benefits: Competitive salary, flexible working arrangements, and opportunities for professional growth.
- Other info: Occasional office presence in London; great career advancement potential.
- Why this job: Be the champion of customer satisfaction while leading a dynamic service desk team.
- Qualifications: Experience in Service Desk or IT Operations, with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Kerv is seeking a Service Desk Operational Lead responsible for managing the entire lifecycle of service desk tickets, ensuring compliance with SLAs while providing exceptional customer satisfaction. This role will require occasional presence at the office in London.
The ideal candidate has proven experience in Service Desk or IT Operations within an MSP environment, a solid understanding of ITIL practices, and strong communication and stakeholder management skills.
Kerv values a customer-first approach, teamwork, and innovation.
Service Desk Operations Lead: SLA & CSAT Champion employer: Kerv
Kerv is an exceptional employer that fosters a dynamic work culture centred around teamwork, innovation, and a customer-first approach. With opportunities for professional growth and development in the heart of London, employees benefit from a collaborative environment that values their contributions and encourages continuous learning. Joining Kerv means being part of a forward-thinking team dedicated to delivering outstanding service and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operations Lead: SLA & CSAT Champion
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT and service desk world. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your skills! When you get the chance to chat with potential employers, highlight your experience with SLAs and customer satisfaction. Use specific examples from your past roles to demonstrate how you’ve excelled in these areas.
✨Tip Number 3
Prepare for interviews by brushing up on ITIL practices. Be ready to discuss how you’ve implemented these in previous roles. This will show that you’re not just familiar with the concepts but can apply them effectively in a real-world setting.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Service Desk Operations Lead: SLA & CSAT Champion
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in Service Desk or IT Operations, especially within an MSP environment. We want to see how your skills align with the role of SLA & CSAT Champion!
Showcase Your ITIL Knowledge:Since this role requires a solid understanding of ITIL practices, don’t forget to mention any relevant certifications or experiences. We love seeing candidates who can demonstrate their knowledge in this area!
Emphasise Communication Skills:Strong communication and stakeholder management skills are key for us. Use your application to showcase examples where you’ve successfully managed relationships or resolved conflicts in a service desk setting.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Kerv
✨Know Your SLAs Inside Out
Make sure you understand the key performance indicators related to SLAs and how they impact customer satisfaction. Be ready to discuss specific examples from your past experience where you successfully managed SLAs and improved CSAT scores.
✨Showcase Your ITIL Knowledge
Brush up on ITIL practices and be prepared to explain how you've applied them in previous roles. Highlight any certifications you have and how they’ve helped you streamline service desk operations.
✨Demonstrate Your Communication Skills
Since this role involves stakeholder management, practice articulating your thoughts clearly and concisely. Think of scenarios where you effectively communicated with team members or clients to resolve issues and improve service delivery.
✨Emphasise Teamwork and Innovation
Kerv values a collaborative approach, so come prepared with examples of how you've worked in teams to innovate solutions. Discuss any initiatives you led that enhanced service desk operations or customer experiences.
