Senior Service Desk Agent
Posted by: Three UK Posted date: Sun, 27th JulLocation: United Kingdom
Three has taken direct control of a number of outsourced operational
functions in order to help us realise our brand ambitions faster. The
Service Desk plays a critical role in Three's operational landscape and
the establishment of the new team is underway.
The Service Desk is the 24x7 single point of contact for all internal and external customers and is responsible for the interface into ICT & Network Operations for all incidents and service requests.
Three has engaged a number of managed service partners who work collaboratively with a variety of in-house functions to deliver the exceptional level of service that Three demand. This multi-party environment is both fast paced and challenging and provides an excellent opportunity for those looking to embark on a career in Network & IT Operations.
The Service Desk is part of the wider Service Operations function providing a 24x7 cover alongside our Incident Management team based in our Reading Operations Centre.
The team will consist of 25 full time employees led by the Service Desk Manager, there will be 5 Shift teams providing 24x7 cover with an additional core team of 4 Senior Service Desk Agents supporting business hours Monday to Friday.
In addition to owning the customer relationship the Service Desk is responsible for managing the E2E service level performance across all operational partners. The role carries KPI targets against performance and quality which are needed to maintain a balance and represent the aspirations of the Three Brand.
As a member of a newly established team there is a wonderful opportunity to help influence how the function operates, ensuring best practice processes are adopted and developed. Support the Single Point of Contact for Operations
Manage and drive E2E Service Level performance across all operational partners and internal support teams via the Jeopardy Management process Drive continuous service improvement to meet changing business needs to assure effectiveness within Service Desk. Engagement with Projects for the introduction of new services to ensure the Service Desk is equipped operationally. Ensure a prompt and professional response to all types of enquiries into the Service Desk (Telephone Calls, Tickets and Emails) Manage escalations as per Standard Operating Procedures (to escalate to Incident Manager, Problem Manager, Head of Service Assurance) Support the co-ordination of planned outages in co-ordination with other Operations groups Support device testing / fault replication support for voice and data services Ensure operational teams adhere to Three's quality standards within the IT Service Management toolsetMust Have:
Experience in a fast paced operational environment
Excellent leadership, communication and organisational skills Successful at developing and managing relationships across all organisational levels A logical approach to problem solving and great attention to detail Ability to motivate and inspire a team, acting as a role model for our brand values Working knowledge of Microsoft packages (Excel, Power Point, Word) Familiar with ITSM tool sets (i.e. Remedy)Nice to Have:
ITIL Qualified (Foundation) Degree / HNC Level Qualification Experience of ICT / and or Mobile Network Technologies Management experience in a matrix organisation
The Service Desk is the 24x7 single point of contact for all internal and external customers and is responsible for the interface into ICT & Network Operations for all incidents and service requests.
Three has engaged a number of managed service partners who work collaboratively with a variety of in-house functions to deliver the exceptional level of service that Three demand. This multi-party environment is both fast paced and challenging and provides an excellent opportunity for those looking to embark on a career in Network & IT Operations.
The Service Desk is part of the wider Service Operations function providing a 24x7 cover alongside our Incident Management team based in our Reading Operations Centre.
The team will consist of 25 full time employees led by the Service Desk Manager, there will be 5 Shift teams providing 24x7 cover with an additional core team of 4 Senior Service Desk Agents supporting business hours Monday to Friday.
In addition to owning the customer relationship the Service Desk is responsible for managing the E2E service level performance across all operational partners. The role carries KPI targets against performance and quality which are needed to maintain a balance and represent the aspirations of the Three Brand.
As a member of a newly established team there is a wonderful opportunity to help influence how the function operates, ensuring best practice processes are adopted and developed. Support the Single Point of Contact for Operations
Manage and drive E2E Service Level performance across all operational partners and internal support teams via the Jeopardy Management process Drive continuous service improvement to meet changing business needs to assure effectiveness within Service Desk. Engagement with Projects for the introduction of new services to ensure the Service Desk is equipped operationally. Ensure a prompt and professional response to all types of enquiries into the Service Desk (Telephone Calls, Tickets and Emails) Manage escalations as per Standard Operating Procedures (to escalate to Incident Manager, Problem Manager, Head of Service Assurance) Support the co-ordination of planned outages in co-ordination with other Operations groups Support device testing / fault replication support for voice and data services Ensure operational teams adhere to Three's quality standards within the IT Service Management toolsetMust Have:
Experience in a fast paced operational environment
Excellent leadership, communication and organisational skills Successful at developing and managing relationships across all organisational levels A logical approach to problem solving and great attention to detail Ability to motivate and inspire a team, acting as a role model for our brand values Working knowledge of Microsoft packages (Excel, Power Point, Word) Familiar with ITSM tool sets (i.e. Remedy)Nice to Have:
ITIL Qualified (Foundation) Degree / HNC Level Qualification Experience of ICT / and or Mobile Network Technologies Management experience in a matrix organisation
| Job Title | Senior Service Desk Agent |
| Post Details | |
| Posted By | Three UK |
| Start Date | |
| Salary | |
| Email Address | |
| Category | |
| Job Type | Permanent |
| Location | United Kingdom |
| City or State | Reading |
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