Customer Service Desk Shift Lead

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 - consistently exceed the expectations of customers through innovative, high quality solutions and services. We employ intelligent thinkers – people with positive attitudes, who add to the quality of our 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 Customer Service Desk Shift Lead, you will be responsible for providing support and guidance to the Service Desk Analysts and Monitoring 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.

Working Hours: 12-hour shifts between 7am-7pm and 7pm – 7am on a rota basis to include weekends and bank holidays.

Duties and Responsibilities

· 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

Essentials

· Experience in working within an ITIL environment.

· Previous experience with a ticket management system.

· Process-driven, with the ability to work towards tight SLAs

· Competent in the use of Microsoft office applications

· Excellent communication skills verbal and written

· Proactive, the ability to work quickly while using your own initiative

· Resilient, able to remain calm under pressure.

· Good analytical and problem-solving skills.

· Self-motivated, driven to go the extra-mile.

· Customer focussed

Desirable

· Previous experience within a data centre or customer service desk.

· Previous experience leading or mentoring or managing others within the team

· Previous experience working within a data centre

· Previous experience of working within a demanding and time critical environment.

In line with the VIRTUS’ Vetting Policy, the successful applicant must be willing to undergo a BS7858 screening process.