Technical Service Desk Team Leader
Current- MAIN PURPOSE OF ROLE Key purpose of this role is to lead a team of Technical Service Desk Analyst’s offering 1st and 2nd line support to the PayPoint Retailer estate with any queries regarding the operation of their.
- Ensure the smooth every day running of the team, ensuring that KPI’s are reached and maintained.
- Hold the ability to recognise technical issues, resolve or escalate promptly any issues/outages affecting performance of the Retail network.
- Review and maintain the staff rota for constant coverage for inbound Telephony support
- Complete the monthly call recording SLA’s
- Monitor and maintain a high level of customer service to both the Retailer and Engineer network