Working Relationships:
Supervisor is Regional Colleague Services Manager, with operational oversight and instruction provided by Service Desk Team Lead.
Ability to build effective working relationships across all areas of the business and IT.
Cooperation and collaboration with peers to jointly improve the way service is delivered.
Collaboration with Service Managers and Service Control to identify service improvement opportunities.
Ongoing interaction with Colleague Care on escalations, end to end ticket ownership and overall process improvement.
Success Metrics:
Achievement of standard service levels, both individually and as part of a team.
Ensure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
Respond to colleague contacts and escalations within agreed timelines.
Illustrate incremental increase in baseline SLA adherence and first line resolution rate.
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