Recruiter

Canon (UK) Ltd

Salary

From £35,000 to £39,000 per year + + 10 % Bonus + excellent benefits

Location

Reigate

Job term

Permanent

Job hours

Full time

Job Purpose and Summary

Manage the Solutions Help desk, through creating, developing and Leading Support Functions, ensuring continued development by maximising their skills and monitoring of process's and systems used. To provide a consistent and high level of Service and Support to our Customers in line with company objectives and defined Service Levels.

Responsibilities and Tasks

Management of Help desk 1st & 2nd Functions ensuring overall individual and team performance is within operational targets. Management of help desk workload and prioritisation of customer issues within the team are meeting defined SLA's. Oversee the support and escalation process and day to day activity to ensure that support provided is effective and escalations are processed and managed appropriately and in a timely manner. Liaise with internal Canon departments as required in relation to support and escalation calls and / or feedback on performance of the team and the management
Of, support calls.
Develop and Maintain formal policies and procedures for consistency and increased productivity. Consider and Propose enhancement to current work practices, for continues Help desk improvement, either through process improvements, Systems, Industry Practices or Service Strategies. Manage resources to ensure the availability of the right quality and quantity of resources, and that local operational needs are balanced to the needs of the business. Provide support to Canon Sales & service Operations with regards to Customer account reviews through generation of help desk performance reports and customer visits when required. Analyse, Manage & Report against defined Help desk Service Levels and Customer Management.

Required Skills and Qualifications

ITIL Service Management Experience. Experience with Technical Support / Customer Service Role. Experience in Stakeholder Management. Incident and Problem Management. Service Level and Third Party Management. Experience as a Supervisor / Team Leader / Manager. Experience of development of individuals / teams.

Competencies

Act as a Team Player. Create Solutions to Problems. Drive for Results. Focus on the Customer. Take Ownership and Accountability.

Further Information

Closing Date - 26 July 2012 - please apply as soon as possible
Location - Woodhatch, Reigate, Surrey (Office based)
Salary - 35,000 - 39,000
Bonus 10%

Key Benefits
Basic 25 days holiday plus bank holidays (increasing to up to 27 with long service)
Final salary scheme pension available upon joining Canon UK Ltd
Life Cover for those in the pension scheme
Free private healthcare for all employees (tax on benefit payable by employee)
Long service awards
Focus on learning and development and career progression
Staff purchase scheme.
You @ Work scheme - discounts with over 100 named brands and suppliers on their products and services
Employee forum network
Summer Hour Policy
Interest Free Season Ticket Loan
Childcare Voucher Scheme
Ride 2 Work scheme
Employee Assistance Programme
Flexible Working Policy
Company Maternity / Adoption / Paternity Policies
e Learning on-line training courses available to all employees
Variable pay scheme (bonus/commission)

No agencies please


it help desk service