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Accenture Ireland

UKI Service Desk Team Lead - UKI Service Support

Accenture Ireland

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 13/03/2013
  • Sarah Casey
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Job Title: UKI Service Desk Team Lead - UKI Service Support

Maps to global role:  UKI Service Desk Senior Analyst

Workforce: Enterprise

Location: Dublin



Key responsibilities may include:



Overseeing day-to-day operations


  • Operational responsibility for UKI Service Support team ensuring
  • Resources are adequately deployed to meet workload requirements
  • All Service Support output is delivered to the highest quality and in line with customers expectations.
  • Management of the KPI Management Dashboard tool and all processes pertaining to same.
  • Management of monthly/weekly reporting suite including:
  • Video Conferencing, Telepresence and Enhanced Space Management (ESM) Services and general space utilization reporting
  • Compliments, Complaints and Feedback log
  • Call volumes and SLA
  • Siebel Helpdesk reporting – performance SLAs/call volumes/trends
  • Agent Performance – attendance/SLA/ABN rates/% contribution
  • Identification and escalation of variances in operational trends.
  • Ensure all software and hardware essential to the operation of the area are functioning to the required standards and report on any failures in accordance with set guidelines and procedures.
  • Train staff in software processes to maintain uninterrupted service delivery.
  • Workplace Sharepoint SME and owner for local Workplace SharePoint sites.
  • Responsible for all administrator duties pertaining to local systems, i.e. user access, software updates, template allocations.


People Development and Performance Management


  • Monitor quality of work, provide feedback to team members.
  • Work with Super Users and Senior Assistants to train staff in processes to ensure smooth and efficient running of the department and services.
  • Collate performance and developmental feedback for team members and assist Line Manager in the delivery of feedback.
  • Schedule and hold regular team meetings and briefings to ensure regular communication.
  • Monitor team performance and trends for the different areas, preparing monthly reports to review with Management.
  • Monitor individual and team performance against set criteria and requirements of the role including attendance, time keeping and sickness.
  • Responsible for New Joiner training orientation.



  Managing Resources


  • Ensure there is adequate cover in line with current resources, also identify and recommend to Line Manager future resourcing requirements.
  • Authorize vacation and absence requests, ensuring adequate levels of cover at all times.
  • Maintain accurate records of team member’s attendance in accordance with guidelines from Line Manager or other AWS standards (training, approved absence).
  • Interview temporary and permanent candidates, with Line Manager, as appropriate.



Customer Relations


  • Escalate issues to the Line Manager as appropriate.
  • Identify and build good working relationships with key customers and suppliers of the Shared Services function.


Qualifications / Skill Requirements


  • People Management
  • Workflow Management
  • IT Application (EMS/Siebel)
  • Avaya One-x Console
  • MS Office/SharePoint
  • Project Management
  • Customer Service
  • Drive and Motivation
  • Information Seeking
  • Concern for Accuracy
  • Problem Solving
  • Communication
  • Team Leadership


Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.


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Ref: 00185819
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Accenture Ireland

Accenture Ireland

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