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Service Desk Team Leader
1 week ago
Service Desk Team Leader
Permanent - Full time
Salary - up to £30,000
Office based 5 days a week - Rednal, B45
Immediate start available
We are excited to be recruiting on behalf of our client who is looking for an experienced Service Desk Team Leader to join the team based in Rednal.
As a Service Desk Team Leader you will play a critical role in the management of your team to provide 1st class support to customers.
A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.
Accountabilities include;
- Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
- Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries
- Escalation of issues to an appropriate level, both functional and hierarchical
- Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans
- Liaise with 3rdParty vendors and internal teams
- Documentation of relevant fixes for internal Knowledgebase
- To provide assistance for moves and changes
- Data collection for reporting
- Provide ideas for service improvement that improve efficiency or user experience
Experience;
- Previous experience of working in a similar role
- Experience of working in a service desk role
- Ability to determine actions necessary to resolve IT incidents and requests
- IT Support in a commercial environment
- Remote desktop control technologies
- Incident Management software (i.e. Support Works, Remedy etc)
- Support of MS Office
- Call centre experience
- IT based degree (or equivalent experience)
- Mobile technologies support (Windows, Android, IOS, Blackberry)
Benefits include;
- Free onsite Car parking
- Breakfast and lunch provided
- Company Pension
My Choice benefits
- Annual Leave, Health, Cycle to work
Due to location having a car would be an advantage
Job Types:
Full-time, Permanent
Salary:
Up to £30,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Onsite parking
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Birmingham, B45: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 1 year (preferred)
Work Location:
One location
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