This role is focused on driving operational excellence in our 24×7 Analyst Team, within Global Service Centre (GSC) in India.
The desired outcome of the role is to increase the operational efficiency within Service Delivery and client satisfaction (CSAT). This is to be achieved through staff management, developing new & existing processes, and working with the wider Brennan team.
You will have ownership of the Service Desk Function and as such be responsible for recruitment, training, staff development, process adherence, SLA achievement, IM engagement and quality assurance, to enable high levels of staff engagement and client satisfaction.
Focussing on staff development you will facilitate and manage the continuous up-skilling of the Analyst team to draw work from 2nd or 3rd level teams.
The overall quality, and outcomes attributed to and from the GSC will be critical to the success of this role.
As the entry point into Brennan IT the Service Desk is an important training ground to align new starters with the Brennan values and grow the talent pool of engineers of the future.
The Service Desk operates on a 24x7x365 basis and our clients expect a responsive, efficient, and capable service day or night.