Service Desk Champion - Bedford

Job details

Job title:
Service Desk Champion - Bedford
Job code:
Salary Type:
Salary (£):
OTE (£):
Job type:
East Midlands, South East
Information Technology, Technical

Leading IT Support provider with award winning employee benefits is looking for an experienced Service Desk Champion (SDC) with at least 2 years demonstrable experience in a fast-moving IT Service Management environment that has included communication with external customers.

You'll be responsible for supporting the delivery for customer accounts within the Service Desk. You'll work closely with a Service Delivery Manager (SDM) in order to support specific customer requirements. This will require having to interface with a range of internal and external stakeholders to achieve mutually beneficial outcomes.

You'll be able to build an understanding of the services that are supplied to customers, and ensure that the Service Desk tickets raised capture the correct detail to meet the required inputs and outputs to those services. In addition, you'll be expected to identify opportunities to exceed customer expectations and meet the company ethos of Exceptional Customer Experience, and work with Service Delivery Managers to implement improvements.

This role is on rota covering 7am to 7pm, staggered start and finish times. Monday to Friday

Key result areas

Account Management

•             Ensure processes and procedures are followed at all times to deliver robust exceptional service to all assigned customers across the 24x7 teams.

•             Become the main point of contact for key customers for all Service Desk related questions and queries.

•             Develop relationships with the Customers’ respective Service Desk staff to become their trusted point of contact within the company Service Desk.

•             Work with key Customer & Internal stakeholders to identify service improvement opportunities and work with teams to evaluate and deliver them


Customer Service Strategy

•             To be the customer champion, ensuring that Services are delivered as agreed with the customer. To put the customer first at all times; to go the extra mile in order to ensure that exceptional service is delivered.



•             To establish a quality working relationship with assigned customers and SDM role to ensure all problems and requests are actioned and meet with customer expectations.

•             Ensure all issues are identified and escalated to the appropriate technical resource and that the SDM role is kept informed of progress.

•             Update as required content within the support knowledge base relating to service and process requirements associated to the customer contracts.

•             Review all Service Desk tickets raised on behalf of assigned customers to ensure they are correctly completed.

•             To partake in the training of other members of staff as and when required to resolve or aid resolution of service desk incidents.

•             To identify and track service improvements for assigned accounts and collaborate with the associated Service Delivery Manager and technical teams to progress as required.

•             To attend customer Service Reviews to support the SDM role on an ad-hoc basis as required.

•             Construction of customer reports by collecting required data and producing reporting as detailed by the customer and Service Delivery Manager

•             Assist with the delivery of internal, business led initiatives and projects as required


What you'll need:

•             Ability to make decisions which balance business, customer needs, to deliver exceptional

•             Ability to build and maintain effective working relationships

•             Excellent communication skills at all levels

•             Ability to innovate, adopt and implement innovative ideas

•             Demonstrable skills in planning and organising self and others.

•             Ability to organise workloads effectively and on time

•             Willingness to work across the business, to “get involved” and be visible in the business

•             Flexibility, open to change and able to multi-task

•             Passion and commitment to engaging customers and stakeholders

•             Positive and enthusiastic, even when faced to with challenge or conflicting priorities

•             At least 2 years demonstrable experience in a fast-moving IT Service Management
environment that has included communication with external customers.

•             ITIL V3 Foundation is desirable


Award winning Benefits include:

•             25 days holidays (pro rata on start date)

•             On site gym

•             Childcare Vouchers

•             Lifestyle Benefits

•             Employee Assistance Programme

•             Extensive health and wellbeing educational programmes delivered in-house


The Recruitment Hub is a recruitment business and agency.

These criteria are not age specific and candidates of all ages will be considered. Both our client and The Recruitment Hub are Equal Opportunities Employers.

We would like to thank you for your interest in this vacancy and hope that you are successful in your application, however if you have not heard from us within two weeks of your application, we must ask you to assume that you have not been selected for interview for this particular role, we do however express the hope that you will apply for future job opportunities with The Recruitment Hub.