http://www.toplanguagejobs.co.uk Italian Jobs in Birmingham en-us support@toplanguagejobs.co.uk support@toplanguagejobs.co.uk PHP RSS Feed Generator Title: Bilingual Service Desk Supervisor<br> Salary: £28 - £35k<br> Location: Birmingham - West Midlands, United Kingdom<br> Languages: French, German, Italian, Spanish<br> Posted: 3rd Dec 2008<br><br> Bilingual Service Desk Supervisor<br /> <br /> Location: Birmingham<br /> <br /> Ref: AL89<br /> <br /> Our client, an international company is currently seeking to recruit a Bilingual Service Desk Supervisor for their offices based in Birmingham.<br /> <br /> Job Role<br /> <br /> Responsible for supervising the day-to-day running and operation of the Service Desk team to ensure staffing, problem handling, processes, and other services offered to the business by the Service Desk team are maintained to a high level in line with the expected business standards.<br /> <br /> Main Duties and Responsibilities:<br /> <br /> • Handling 1st and 2nd line support calls where staffing levels and call volumes deem this necessary.<br /> • Working on a shift pattern that can include Saturdays and Sundays to be ‘On Call’ or cover shifts when and where necessary. <br /> • To play a key part in improving service as well as promoting teamwork, and consistency within the team.<br /> • Responsible for acting as the 1st point of contact to resolve any service issues or staff conflicts within the service desk team.<br /> • Maintaining and issuing the service desk rota for all members of the team to ensure that the appropriate on site and on call cover for each business area and processes to be covered is in place.<br /> • Reviewing and approving holiday requests within the team in line with the existing business rules.<br /> • Ensuring that service provided by the service desk team covering call handling, problem handling, and internal processes are clear and consistent to all areas of the business in line with expected business standards and policies for customer service. Responsibilities for this role to include –<br /> • Ensuring that key issues and outages that affect service are monitored and reported to the relevant managers and members of the business.<br /> • Ensuring service provided by the service desk team and 3rd party suppliers is monitored and SLA reports for 3rd party suppliers and the service desk team are generated.<br /> • Working as the escalation point for the team for any issues with 3rd party suppliers to resolve any issues with services provided.<br /> • Responsible for being the 1st point of contact to resolve, record, and report any complaints received from members of the business, 3rd party suppliers, or internal team members, ensuring that the necessary business protocols are followed in all instances.<br /> • To perform appraisals in line with business protocols, gathering information and requirements from the team.<br /> • Managing and handling and sickness and absence within the team in line with business protocols.<br /> The Candidate:<br /> <br /> The successful candidate will have the following:<br /> • Previous management experience <br /> • Previous Helpdesk experience<br /> • some IT knowledge, good Microsoft Office Skills<br /> • Fluent in English plus an additional European language (French, Italian. Spanish or German)<br /> <br /> Salary: £28 - £35k<br /> <br /> To apply for this role please email your CV to gregg@merrow.co.uk, or call 0845 226 4748.<br /> <br /> <br /> Merrow Language Recruitment is a specialist Language Recruitment Consultancy with over 40 years of experience in the field of multilingual recruitment. To view all our current vacancies please register on our website www.merrow.co.uk<br /> http://www.toplanguagejobs.co.uk/job-185301.html 2008-12-03 13:38:06