Senior Helpdesk/Service desk Analyst - New York

Global Service Desk Team Leader - Bilingual

Location: New York

Established in 1992, Allied Worldwide Ltd is a global organisation delivering bespoke IT outsourcing & managed people services to the corporate market. With a presence across 5 continents, we serve a loyal and expanding corporate client base. Our core business is the provision of skilled technical resources using a flexible, solutions-based model for ongoing infrastructure support, consultancy and technology projects.

As a fast-growing and dynamic Technology Outsourcing firm, we strive to constantly identify, attract, and secure the best skills, and most talented people available in the Technology space. We have an exciting opportunity for a Bilingual Senior Helpdesk/Service desk Analyst to work on one of our prestigious client sites, located in New York.

Our client is a globally renowned, luxury fashion house with offices and stores in over 40 countries worldwide.  As a FTSE 100 company, this iconic brand seeks candidates who consider themselves to be of the highest calibre, providing nothing short of an exceptional customer experience. We seek someone with solid people skills, who has experience leading a team of service desk professionals supporting VIPs and other demanding end-users in a high-pressured, international environment.

Reporting to the client Global SDM and Allied Desktop Support Team Leader you will be responsible for incident and telephony performance, reporting and driving change to improve performance throughout the global team.

Key Responsibilities:

• Manage the US Service Desk.
• Work as part of the team, assisting with operational issues and complex escalations
• Allocate and evenly distribute new calls, outstanding incidents and high priorities
• Adhere to and advocate client processes and ensure service KPIs/SLAs are achieved
• Manage quality control for the global team on a team and 1-2-1 basis locally and remotely
• Prepare meaningful reports and make decisions to drive service and performance improvements
• Manage all direct reports in terms of sickness, holiday, appraisal and development in accordance with Allied and client policies
• Deal with customer escalations in a calm and efficient manner
• Management of all partner and subcontractor timesheets and invoicing
• Ensure all Service Desk documentation, knowledge base, process, policies are kept up to date
• Design and implement Service Improvement Plans where necessary with assistance from the Head of Service Delivery

Essential Requirements:

• Strong grasp of common sense and logical, methodical thinking
• Leadership experience or capability within international Service Desk environment
• Hands-on' Service Desk background with strong people/soft skills
• Passionate about exceptional customer experience and Service Desk practice
• Client facing skills both at a VIP, manager and user level
• Reporting skills/analytical/metrics
• Must speak English and a second language (European)

Desirable Experience:

• Experience of working in an ITIL environment
• Performing to SLAs in a demanding and dynamic environment
• Experience working with and leading/managing remote teams
• Process/Service improvements, practice and documentation