Service Desk Shift Lead

About Kocho

We believe specialist UK firms deserve the same level of service they would give their own
clients.
We know that clients want expertise, a service they can rely on and intimate support from a
named individual who knows their business.

Our relentless commitment to finding the best solution, our sense of pride in helping our
clients achieve their goals and our thirst for understanding how technology improves
business are what make us successful.

With us it’s Personal!

We are looking for a motivated shift leader to oversee daily operations during designated shifts,
supervise employees, and ensure that our customers receive outstanding service. The shift
leader's responsibilities include creating a shift schedule, dealing with no-shows, delegating tasks,
and reporting any issues to the team leader.

Shift Leader Responsibilities:
• Supervising employees, assigning duties, and creating a shift schedule (roster)
• Monitoring team performance
• Reporting any issues that arise during the shift to the team leader/manager
• Management of employee request and transgressions
• Ensuring compliance with company policies
• Coaching team members and training new staff
• Handling customer escalations
• Experience in a shift lead role
• Knowledge and understanding of relevant industry standards
• A complete understanding of the organisations business objectives
• An ability to think critically about systems and processes and ensure analysts follow the
set out processes accordingly
• The ability to manage time effectively while setting the tone of the team through modelling
and leadership

Key Attributes:
• Superb analytical and problem-solving skills.
• Great interpersonal, communication, and collaboration abilities.
• Excellent organizational and time management skills.
• Conflict resolution skills
• Ability to work as a team and collaborate effectively.
• Leadership skills like decision making, motivation and goal setting.
• Confident problem solver.

** During your tenure at Kocho, there might be a requirement for you to work
with/access sensitive client financial information. For this purpose, you will
be required to sign an indemnity form for vetting to be conducted before an
offer of employment is considered **