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					                               HOME GROUP LIMITED
                                JOB DESCRIPTION
Ref No: HGL 197

1      JOB DETAILS

       Job Holder:                              Reports to: Group IS Operations
                                                Manager
       Job Title: IS Customer Services          Date: 9th October 2006
       Manager


2      JOB PURPOSE

       To be the Manager and facilitator of the Group IS Customer service and
       support desk.


3      DIMENSIONS

       Budgetary Responsibility:
       Responsible for effective management of the IS Customer support budget and
       associated costs.
       Provide ROI and TCO information for support services and new initiatives.
       Monitor and report on average cost of support per desktop.

       Other Responsibilities:
       Line Management of min 4 Customer support team supervisors and Business
       Liaison Officers.
       Maintain Customer Support service provision in line with corporate and localised
       SLA and KPI agreements.
       Effective management of customer interaction with Group IS Support centre(s)
       and liaison with 2nd and 3rd line support engineers and technical specialists.
       Interaction with 3rd party support engineers and their service desks.
       Contribute to accurate documentation in line with corporate asset management
       and software policies
       Responsibility for ensuring consistent and accurate technical and non-technical
       information with the Groups IS knowledge base and Helpdesk software.
       Responsible for the continued development of Customer satisfaction
       programmes.
       Contribute to development of relevant standards, methods & procedures.
       Manage effective communication strategies to ensure all centres have clear and
       concise information relating to (but not exclusively):
               case status
               resolution progress
               expected outages
               expectation management

       Providing accurate MIS information to support business assurance and external
       audit council.
       Providing accurate MIS information on customer interactions, technical issues
       and trend analysis experienced form the Customer Support Centre(s) for
       inclusion in Board reports.



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4      ORGANISATION CHART


          IS Customer
        Services Manager
                x1


             IS Customer     Business Liaison
            Service -Team         Officer
                Leader              x3
                  x2


        Customer Service
            Analyst
              x12




5      KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

             Extensive experience of Customer Service Management within a technical
              helpdesk environment.
             Managerial skills with the ability to lead and motivate team leaders and their
              direct staff across multiple locations within a technical and non-technical
              support desk environment.
             Ability to think logically, analytically and focus on key issues.
             Ability to express complex technical resolve as logic support steps
             Excellent communication skills.
             Excellent Customer Service skills.
             Degree or equivalent qualification in related discipline or equivalent
              competencies gained within a IT Service Management role.
             Ability to provide detailed MIS information to support call and case statistical
              information, technical trend analysis and support information.
             Experience of case management and escalation process using ITIL (IT
              Infrastructure Library) framework and CI (Configuration Items).
             Comprehensive experience of managing 3rd party support contracts and
              associated support costs.


6      KEY RESULT AREAS

             Ensure the Customer Service Centre(s) meet the needs of the business in
              providing accurate and timely resolution to issues reported to the support
              desk(s).
             Responsible for the effective management and scheduling of Customer
              Support Team Supervisors.
             Provide leadership and organisational management expertise to team
              members, reporting to the Group IS Operations Manager in order to ensure
              Customer Services are available to support the business during core
              operating hours.
             Working with the business to implement effective customer service and
              support practises that are tailored to the business needs throughout the UK.
             Manage, support and mentor a team to ensure they are effective in carrying
              out their duties and support the post holder in carrying out their duties.

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           Interpret technical resolution documents and diagrams into clear and concise
            support actions and methodologies for inclusion within the Group IS
            knowledge base.
           Work with the Group IS Operations Manager to ensure Group standards are
            applied and maintained.
           Provide consultancy to team members and other staff when required in order
            to resolve complex issues.


7      COMMUNICATIONS AND WORKING RELATIONSHIPS

       Internal:
       Group IS Operations Manager (Line Manager)
       Members of the Customer Services team (responsible for)
       Other IS Managers, Team Leaders & Staff (Working relationship)
       Other HGL employees (Delivering Services to)
       HGL Customers (Delivering Services to)

       External:
       3rd Party Service Providers (ensuring closely managed customer service and
       satisfaction. Management of 3rd party SLA’s and KPI’s, associated budgets and
       costs)
       Employment Agencies (Temp staff)


8      SCOPE FOR IMPACT

       The post holder is responsible for the provision and management of Customer
       Service from within a Service desk model. The role is to ensure a high level of
       customer satisfaction within the IS user community inline with defined SLA and
       KPI agreements. This role is the ‘front line’ for the wider user community and it
       is important that technical information is presented in a non- technical, efficient
       and professional service to ensure support for the core business activities
       resulting in a lower cost of ownership of our IT services.


9      CORPORATE RESPONSIBILITIES

           Apart from a responsibility for your own health, safety and welfare, ensure
            that staff under your supervision perform their duties with due regard to the
            Group’s Health and Safety Policy, Procedures and Safe Systems of Work,
            in a safe working environment.
           Plan and implement staff training and development programmes in line with
            the Group’s policy and procedures to meet identified needs and satisfy the
            organisation’s requirements for an effective and competent workforce.
           To promote equality and diversity as an integral aspect of working at Home
            and lead by example.
           To undertake any further duties as requested by your Line Manager
            commensurate with the level of your post.




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10     JOB DESCRIPTION AGREEMENT


       Job Holder’s signature      Date



       Manager’s signature         Date




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