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Location: Dublin Contact: Peter Kirby Skills Keywords: ITIL , Service Delivery
Description: Service Delivery Team Lead My client is looking for an ITIL Support Analyst who is in a Senior Support or Team Lead role. The role will progress to manager level in 12-24 months for the right person...
Description: Service Delivery Team Lead
My client is looking for an ITIL Support Analyst who is in a Senior Support or Team Lead role. The role will progress to manager level in 12-24 months for the right person. You must be ITIL Certified and have an Application Support background and not a service desk background.
Principal Duties & Responsibilities
Gaining an understanding of our clients' application support business needs / requirements
Build and develop key client relationships
Work with our local and offshore application management service teams to identify and deliver ongoing improvements and value to the customer
Use ITIL methodologies and tools to support delivery of application management services
Local escalation point for risks and issues for client and offshore teams
Lead reporting and communications to both client and management teams for delivery of application management services
Local lead for transition activities related to taking on new clients or new services for existing clients
Skills, Experience & Qualifications
A third level qualification in Business, Technology, Engineering or a related discipline
A minimum of 3 years relevant Service Delivery / team lead experience utilising ITIL based processes and practices
Experience of transitioning new software implementations in a software application environment
ITIL Certification is required
Any knowledge of ERP/ SAP or CRM systems would be beneficial
For more information and to apply please email an updated CV to firstname.lastname@example.org or call Peter on 01 286 66 66
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Location: Dublin Contact: Lorraine Bracken Skills Keywords: Service Delivery , PEOPLE MANAGEMENT
Description: Service Desk Lead Service Desk Team Lead Key Areas / Responsibilities This is a non-technical supporting role within the company. You will be a Service Desk Lead for a team of candidates...
Description: Service Desk Lead
Service Desk Team Lead
Key Areas / Responsibilities
This is a non-technical supporting role within the company. You will be a Service Desk Lead for a team of candidates.
The role includes responsibility for providing high quality customer service, responsiveness and SLA compliance.
You will be capable of providing detailed and accurate guidance to our analysts regarding ticket handling, categorisation and prioritisation.
You will have the opportunity on a daily basis to interact with other committed professionals in a challenging, team-oriented environment dealing with customer service issues, and to mentor other staff members.
You should have experience demonstrating the following qualities:
Ability to guide skilled technical staff towards best practices in customer service
In depth understanding of customer service considerations in the business services sector
Solid ITIL knowledge, able to communicate key ideas clearly to service desk staff and customers alike
Strong organisational & multitasking skills
Process and procedural documentation to a high quality
Top quality customer advisory skills
Excellent written & spoken English language skills
Experience in working on issues in many of the following areas:
Service Desk team leadership or management
ITIL background, preferably certified to ITIL v3 Foundation or above
A strong history of customer service in a business to business environment
Reporting & documentation
HOW TO APPLY
If you are interested please send in an updated CV for email@example.com Or call Lorraine in Eolas Recruitment on 01 286 66 66
SKILLS: Service Desk Lead, Service Desk Team Lead, HelpDesk Team Lead
Do you seek the challenge of developing complex interfaces? Perhaps you are a Service Delivery wizard. If so then take the time to peruse this site. Whether it is a contract or permanent role you seek Eolas Recruitment is here to assist.
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