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9 months ago
Lidl UK
Location: UK
Job type: Permanent
Category: Customer Service Jobs
We are looking for a proven leader to join our growing Service Desk Team. The Service Desk Team Leader (Incident Manager) will own and manage the Incident management process for Lidl UK and provide a professional, customer focussed service to customers. You will ensure that customer expectations are met or exceeded and Service Levels are achieved. You will be responsible for the Service Desk team and will need to ensure that standards and processes are followed and that the team is achiveing the agreed levels of performance.

The purpose of the Service Desk team is ensure that customer support is readily available during defined hours and any service disruptions are solved as quickly as possible

Within this role, you will look to improve the service provided to customers and will provide regular performance reports.

What will you do?

What will you do?
* Own the day to day Incident Management process
* Manage Service Desk team
* Manage Major Incidents
* Manage customer communications with regards to outages and service updates
* Ensure Incidents are resolved within agreed Service Levels
* Act as an escalation point for both IT and the Business
* Produce weekly and monthly KPI and SLA reports and incident analysis
* Train, coach and mentor Service Desk staff including career development
* Engage with customers at all levels to ensure a fit for purpose support service
* Maintain a central source of IT and customer knowledge and ensure it is accurate and useful
* Ensure the availability of the support hotline during service hours and monitor activity and service levels
* Regularly review support processes to ensure they are meeting the needs of the business and that they efficiently deliver a first class support service
* Recruitment of new contract and permanent employees
* Provide leadership by projecting a positive attitude, and provide learning and development incentives
* Conduct customer satisfaction surveys and analyse user complaints

What will you need?

What will you need?
* Proven track record in an IT Support team leading role
* Experience managing an incident management process
* Proven track record in end user IT support in a busy corporate environment
* Excellent customer service and communication skills
* Active Directory administration
* Windows 8 and 10 setup, configuration and troubleshooting
* Lotus Notes 9 support
* Office 365 support
* Apple MAC support
* Good planning, prioritising and numeracy skills
* A methodical approach to work
* Excellent attention to detail
* Retail experience desirable

What do we offer?

What do we offer?
* £40,000 - £46,690 per annum (subject to experience)
* 10% London Weighting benefit (non-contractual) for employees working within the M25
* 35 days holiday per annum (pro rata, including Bank Holidays)
* A contributory pension scheme
* 10% discount on all Lidl products, in all stores throughout the UK
* Access to corporate discounts on a range of products and services (including holidays, home and garden products, leisure activities and more)
* Initial training and on-going development from an experienced team member
* Brilliant opportunities to take on more responsibility and long term career prospects

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