Senior Service Desk Analyst

2 weeks ago

Leicestershire, United Kingdom Fruition IT Full time

Job Title: Senior Service Desk Analyst / Team Lead
Location: Leicester, UK
Salary: £34,000 + Excellent Benefits

Why Apply?

Are you ready to lead a dedicated IT service team? As a SSenior Service Desk Analyst / Team Lead, you'll guide a dynamic service desk team to deliver exceptional tech support across the organisation. This permanent role offers a unique opportunity to enhance service operations, manage compliance, and boost customer satisfaction.

Service Desk Team Lead Responsibilities

  • Team Leadership: Mentor and oversee the Service Desk team, ensuring high performance and accountability.
  • Process Improvement: Identify and implement service enhancements to increase efficiency and user satisfaction.
  • Stakeholder Communication: Maintain effective communication with stakeholders regarding service performance, issue escalations, and IT service quality.
  • User Training and Support: Lead user onboarding and training programs to promote self-service and minimize recurring issues.
  • Incident and Request Management: Manage the end-to-end incident, problem, and request processes, ensuring timely resolution and prioritisation.

Service Desk Team Lead Requirements

  • Essential:
    • Strong knowledge of ITIL or similar ITSM frameworks (incident, problem, and change management).
    • Experience with KPIs, SLAs, and reporting tools to evaluate and communicate service performance.
    • Excellent verbal and written communication skills.
    • Comprehensive understanding of enterprise IT systems.
    • Self-driven with a strong sense of urgency and ownership.
    • Proven leadership abilities to mentor and develop the service desk team.
  • Desirable:
    • ITIL v4 certification
    • Experience in service metrics reporting and stakeholder management

What's in it for Me?

  • Professional Development: Access to ongoing training and career growth opportunities.
  • Benefits: Comprehensive healthcare packages and additional employee benefits.
  • Work Environment: Based at our Leicester Head Office with a supportive and collaborative IT team.
  • Impactful Role: Play a crucial role in improving service desk operations, enhancing stakeholder satisfaction, and elevating service quality.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

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