call centre, helpdesk, team leader, call queue, desktop, analysis, sla, service management Call Centre Helpdesk Team Leader responsible for raising Service Management processes and creating SLA's... for a leading corporate. Supervising a small team you will implement service management, deal with first line support and increase a current slow resolution speed, analyse and manage the call queue, allocate calls, put a wrap around service management, create service management around overnight batch processing, create SLA's (templates supplied), identify where improvements should be made at the Service Desk, create a service catalogue and document accordingly. Must have good team lead and analysis skills, Service Management and Service Desk exp with an emphasis on call quality, call
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