Desk Side

1 week ago


London, Greater London, United Kingdom Atkins Full time

_Purpose of the Role_:


The Desk Side and Technology Support Team Lead is the central point of contact for all IT-related incidents and service requests within their region.

Their role is to both provide second-line support for the SNCL Business and supervise/lead the local IT resources operationally. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

_ Key Deliverables/Responsibilities:
_


  • Supervision/lead of local IT resources
  • Manage the daily activities of the Desk Side and Technology Support Team and assume responsibility for the recruitment, training, objectives setting, and personal development reviews of team members
  • Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) ensure 100% adherence to RFS & INC best practice guidelines
  • General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk
  • Deploy IT hardware, record and track assets during deployment according to IT Services standards and workflow procedures
  • Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
  • Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary
  • Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
  • Own, monitor and maintain equipment rooms to comply with IT Services and QSSE standardsand mitigate risks arising from audits, fire, safety or other risk assessments
  • Support the setup of new offices, sites or projects across the local region
  • Management of Service Now 'Stock Rooms' and ownership of goods receipting process
  • Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy
  • Act as an escalation point for 2nd Line support issues
  • Ensure maintenance of conference room IT facilities
  • Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
  • Daily analysis of reports indicating tickets outside of SLA with the local team
  • Provide reports and updates on current issues to Desk Side and Technology Support Manager
  • Works as directed by Desk Side and Technology Support Manager
  • Provide cover for the local Desk Side and Technology Support Manager when required

Experience Required

_ Essential Technical Requirements:
_


  • At least 8 years experience in IT Service Management principles and processes
  • High level of proficiency and knowledge of working in a Corporate IT environment
  • Solid understanding of hardware and software asset management processes
  • Experience in working to (and exceeding) Service Level Agreements
  • Broad technical understanding of IT services being supported
  • Strong business focus and customer service skills
  • Working knowledge of database/excel structures/tables/configurations
  • Proven experience in data analysis and good numeracy, analytical and reporting skills
  • A valid Driving license is essential as travel will be required to other SNCL offices
  • They will have exceptional communication skills verbal and written
  • They will be serviceoriented, with good communication skills and have a good understanding of endtoend processes and working within servicelevel agreements.
  • Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
  • Direct customer liaison and be able to communicate at all levels within the company
  • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution

_ You must also be able to demonstrate experience with__:_

  • IT Service Management expertise
  • Communication skills
  • Stakeholder Management
  • Performance Improvement
  • Confidence and professionalism

_ Desirable Technical Experiences:
_


  • Qualifications: Certification from Microsoft
  • ITIL V3/4 Qualification
  • Working knowledge of Service Now
  • Certified in project management methodology e.g. Prince2 Practitioner, MSP, APM

_ Behavioural Competencies:
_


  • Proven experience of in delivering process efficiencies and improvements
  • Clear and fluent English (both verbal and written)
  • Ability to build and maintain efficient working relationships with remote teams
  • Demonstrate ability to take ownership of and accountability for relevant products and services
  • Ability to plan, prioritise and complete your own work, whilst remaining a team player
  • Willingness to engage with and work in other technologies

Meeting your needs:

When you start with us, you'll enjoy **_"Total Reward"_*

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