IBM Service Desk Team Leader 

United Kingdom, England, Winchester 

371604853

In this role, you’ll work in one of our IBM Consulting Client Innovation Centres (Delivery Centres), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your Role and Responsibilities
• Handle incoming technical support incidents requests and changes.
• Management of personal call queue ensuring calls are closed in a timely fashion.
• Provide updates and ensure ongoing customer communication is maintained.
• Resolution of calls including password resets and ordering hardware parts.
• Escalation of calls to 2nd & 3rd Line Team as necessary.
• Provide excellent customer service.
• Work with other internal teams (3rd Line Technical Delivery Teams Development Projects etc.)
• Assisting with service management reporting on previous month’s quality of service.
• Helping drive continuous improvement in processes and helping ensure SLAs are met in key metrics.
Required Technical and Professional Expertise

• Customer Service/Communication Skills
• Experience in customer service roles
• Knowledge of performance evaluation plan implementation and development for agents metrics improvement
• Solid understanding of reporting
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Results Oriented
• Self directed and motivated
• Ability to manage change