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skills transfer) to develop individuals and meet Service Centre Customer Service needs Develop individual KPIs for all staff to meet Service Centre Customer Service needs (quality and SLAs) Work with Service/Problem Manager to ensure that all relevant skills, knowledge, tools and processes are in place to meet Service Centre Customer Service Needs Identify a development programme to ensure that staff are able to continually develop skills and career opportunities Implement a regular internal communications schedule Helpdesk meetings, updates on new systems and resolutions etc Team Leader Service desk (First Level) Team Leader Responsibility KPI Customer Service Deliver and maintain a high-quality fault logging and resolution service for most Incidents and known problems Deliver highest possible first-level resolution (99/20 + to be resolved at first level) Focus on call answering and first-level resolution KPIs continuous development Participate in meetings and initiatives for Problem Management, SLAs and Service Development Incident Management Ensure that all incoming Incidents and requests are logged, diagnosed and escalated to appropriate and consistent quality standards Provide suitable logging input to ensure accuracy of SLA and service performance reporting Liaise and work with Service Manager/Problem Manager to escalate Major Incidents and contribute to Problem Management reviews and process Service Level Management Aim to deliver quality response and fix services in line with IT Target SLAs Provide suitable logging input to ensure accuracy of SLA and service performance reporting Liaise with Service Manager/Problem Manager to review SLA performance - develop new procedures as required Helpdesk Development Deliver Helpdesk service and manage First Level staff Maintain a stimulating and learning working environment for Service Centre Staff Identify training needs for First Level staff and liaise with Service Manager to develop suitable programmes Maintain a r
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