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Service Desk Shift Supervisor

Country/Region:  GB
City:  Portsmouth

Job Title: Service Desk Shift Supervisor

Location: Lakeside, Portsmouth

Compensation: £29,500 + Benefits

Role Type: Full time / Permanent

Role ID: SF46090


We are seeking a motivated Sevice Desk Shift Supervisor to join our business, as part of the 12x7 shift team within the Technical Service Desk. You'll be supporting and providing an excellent 1st line support service for all software, hardware, and network issues to our customers, while at the same time supervising and motivating a small team of Service Desk Analysts.


Who we are looking for?

We are looking for someone to provide fault management and rectification support across the infrastructure.  Therefore, excellent people and planning skills, focused on quality and attention to detail, ability to problem solve complex technical issues as well as the ability to work under pressure are all key attributes in securing this role.


What will you be doing?

As a Senior Service Desk Shift Analyst, you will play a key role in providing first line technical support through agreed Service Levels and KPIs. This role will involve working shifts on a 4 on / 4 off basis of either 6.30am- 6.30pm or 8.30am – 8.30pm onsite at Portsmouth.


Your duties will include:

•    To supervise and motivate a small team of Service Desk Analysts to meet targets and productivity goals
•    To provide initial point of contact for technical and process escalations from service desk analysts.

•    Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents

•    To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s

•    To assist with mailbox processing when required, logging customer issues/requests and replying to any queries


The experience you’ll bring

•    Proven Service/Help Desk experience

•    Customer Service Experience, both face to face and over the phone

•    Proven experience in using a Service Management system to manage all incidents and requests.

•    Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.

•    Ability to apply technical fixes, using agreed IT toolsets

•    Ability to utilise active listening, analysing and understanding the needs of the customer

•    ITIL awareness

•    Must hold or have the ability to obtain SC security clearance


What a role with Babcock offers?

•    Generous holiday entitlement

•    Pension Plan

•    Access to make a difference for a sustainable environment for future

•    A tailored personal development and training programme.

•    Autonomy. Trusted and empowered to deliver and be your best.


About Babcock

Babcock Corporate Services (BCS) is a global function, with our largest site being Lakeside in Portsmouth, but we operate from multiple sites around the world.  BCS supplies and operates all IT, security, procurement, and finance Shared Services.  We are embedded alongside the operations that we serve, enabling us to maintain close working relationships that support delivery to our customers. We drive standardisation, simplification and automation across Babcock, to help generate sustainable value for the group and our external customers.


Job Segment: Help Desk, Information Technology, Embedded, Manager, Technical Support, Technology, Management

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