At a Glance
- 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.
- Other info: Embrace a collaborative environment with a focus on ITIL processes.
- 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.
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; maintaining 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: Onyx-Conseil
As a leading retail technology software company based in the vibrant heart of Central London, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Service Desk Manager role offers a unique opportunity to thrive in a fast-paced environment while ensuring exceptional service delivery to our customers. With a commitment to operational excellence and a supportive team atmosphere, we empower our employees to innovate and excel, making us an outstanding employer for those seeking meaningful and rewarding careers.
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 meetups, and don’t be shy about letting people know you’re on the hunt for a Service Desk Manager role. You never know who might have the inside scoop on an opening!
✨Tip Number 2
Prepare for interviews by brushing up on ITIL processes and ticketing systems. Be ready to share specific examples of how you've managed ticket workflows or resolved customer issues in the past. Show them you’ve got the experience they need!
✨Tip Number 3
Don’t forget to showcase your sense of humour! The job description mentions a fast-paced environment, so being able to keep things light while still getting the job done is key. Share a funny story from your previous roles that highlights your problem-solving skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that Service Desk Manager position!
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 experience in helpdesk support and any relevant ITIL knowledge. 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 experience. Share specific examples of how you've resolved issues and kept customers updated – we love a good success story!
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially in a fast-paced environment like ours!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to track your application better. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Onyx-Conseil
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've implemented ITIL processes in your previous roles, especially in incident and problem management. This will show that you understand the importance of operational efficiencies.
✨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 ticket workflows and improve customer service. This will demonstrate your hands-on experience and readiness for the role.
✨Prepare for Customer Scenarios
Think of a few challenging customer service scenarios you've faced and how you resolved them. Be ready to share these stories during the interview, highlighting your troubleshooting skills and ability to keep customers updated throughout the process.
✨Bring Your Sense of Humour
The job mentions maintaining a sense of humour in a fast-paced environment, so don’t forget to let your personality shine through! Share a light-hearted story or two that shows you can handle pressure while keeping the atmosphere positive.
