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Head of Service Desk - OSTC

Posted: 26 Apr 2021 Closes: 25 Jun 2021
Unit 13, Second Floor, Technium 2, Kings Rd, Swansea, Wales, gb Competitive
Permanent & Full-time 1141127298

Company Description

We are:

In 15 years, OSTC has become one of the leading trading companies in the world. Our successis focusedon hiring and developing talented people and helping them to perform to their maximum and fulfil their potential.

We are a trading company, however, unlike many other trading companies, we are continually innovating new products to support our business.

Job Description

The department:

The IT Department provides overall infrastructure support for the OSTC Group ensuring company hardware and software are top of the line and constant, secure connectivity to the Exchanges is provided. The department creates the technological environment that enables the Traders and Back Office staff to access vital information & perform their duties using the most efficient and cost-effective system hardware and software.

The role

Reporting to the CTO, the Head of Service Desk is responsible for smooth operations of the Group Service Desk (SD) function. The primary responsibilities include management of the international SD team, overseeing all incident management, and request completion up to Customers' satisfaction.

Responsibilities
  • Taking overall responsibility for incident management and request fulfillment of the Service Desk.
  • Managing the performance of Level 1 services and internal Customer support to ensure that Service Levels Agreements/Operations are achieved.
  • Ensuring the IT Service Desk staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks.
  • Ensuring that standards and processes are followed to provide exceptional 24x5 internal Customer service and Business requirements.
  • Attending Change Board meetings.
  • Participating in all the IT senior management meetings, putting forward suggestions with regards to improvement, changes, and trends.
  • Central ownership of problems and service requests with ultimate responsibility for ownership of all internal Customer incidents or Service Requests logged and managed according to ITIL market standards.
  • Ensuring that working practices and processes exist, meet Business requirements, are standardized where possible, repeatable, and support the Service Desk teams' day-to-day activities.
  • Managing improvements to the Service Desk incident logging system to provide more effective and efficient service to customers.
  • Training, coaching, and mentoring Service Desk Specialist including career development.
  • Constant monitoring of trends and changes and know how to improve the customer satisfaction levels using the latest methodologies
  • Responsible for providing a higher level of satisfaction to the clients/customers, monitor and evaluate the quality of the call. Noting down the client/customer feedback regarding the support.
  • Ensuring communication takes place both upwards and downwards across all areas of responsibility.
  • Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
  • Coordinatingwith sales department to incorporate plans to increase customer satisfaction.

Qualifications

You areahighly organised, action-focusedand self-driven person, able to work against tight deadlines with outstanding prioritisation skills. The right candidate will be a problem solver with an appetite for improving processes.

Experience Requirement:
  • Working in a fast-paced environment.
  • Managing geographically spread teams.
  • Performance reviews and creating development plans.
  • Building teams to meet strategic plan.
Person specification
  • Good Communication skills.
  • A strong sense of ethics and integrity.
  • Leadership Experience.
  • Critical Thinker and problem solver.
  • Analytical skills.
  • Customer Service skills.

Additional Information

We are offering:
  • Entrepreneurial culture and a truly international environment
  • To work in a business with a clear growth plan.
  • Flexible working hours and remote work opportunities.
  • A clear personal progression and development plan.
  • Company bonus.
Job type:Full time

Take the opportunity -We have built a company where financial success is tied closely to technical achievement. We are always on the lookout for people who can bring their intellect, enthusiasm, and ability to execute to the team.

Please attach your CV in English.

Terms and Conditions:

OSTC Limited is strongly committed to protecting the privacy of your personal information. TheOSTC Job Applicant Privacy Noticeexplains how we treat the information you submit and collect as a part of the recruitment process. By using the OSTC careers website and submitting your personal information through this site, you agree that OSTC Limited may process your personal information for the purposes described in the OSTC Job Applicant Privacy Notice. OSTC Limited is the data controller for the information you provide through this website.

OSTC is committed to building a diverse, equitable and truly inclusive organisation. It actively encourages diversity and inclusion, while opposing all forms of unlawful and unfair discrimination on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
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