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Service desk deputy shift lead
3 months ago
Location:
Shrivenham, Swindon
Salary:
Up to £30,000
About the Company:
Mainstay is representing a well-established managed service provider based in the Swindon area.
This organisation delivers leading-edge secure solutions to customers in defence, blue light services, science/medical fields, and various university research departments.
Role Breakdown:
As a Service Desk Deputy Shift Lead, you will have the following responsibilities:
Primary Responsibilities:
Serve as the initial contact for both external and internal customers, ensuring prompt and professional responses to all communications (phone calls, emails, etc.).
Work closely with other support teams to troubleshoot or escalate complex issues.
Allocate incidents in accordance with agreed SLAs and KPIs, and manage incidents to ensure customers receive regular updates and issues progress in line with Service Level Targets.
Ensure all actions and diagnostics are accurately recorded in the Service Management toolset.Deputy Responsibilities:
Act as a point of escalation for queries from colleagues.
Coordinate engineers and communications during Major Incident processes.
