2 of 2 Performance Metrics Jobs in Coventry

and service requests using ITIL processes and ITSM tools. o Ongoing development of staff and processeso Continual service improvement within the Service Desk using performance reports, audits and service feedback. o To work and collaborate with other Digital staff to ensure the smooth operation of the delivery and consumption … Job description Job responsibilities Key responsibilities will include: Team Leadership & Development: Directly manage, mentor, and motivate a team of service desk analysts. Conduct regular performance reviews, identify training needs, and foster a culture of continuous improvement. Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs … . Service Delivery Management: Oversee the efficient and effective resolution of Digital related incidents and service requests. Monitor and analyse service desk performance metrics (e.g., first-call resolution, response times, customer satisfaction) and implement improvements. Ensure adherence to ITIL best practices and internal processes. Act as an escalation More ❯

learning and development opportunities Deal with all and any tasks assigned by the Centre Supervisor, Manager or Director. Ensure that personal and contact centre performance metrics (KPIs and SLAs) are known, understood and delivered as directed on a daily, weekly and monthly basis Foster excellent relations with internal More ❯