Service Desk Lead

4 weeks ago


Chatham Kent, United Kingdom Sy3 Full time

Role: Service Desk Lead
Salary: GBP30,000 - GBP40,000
Location: Wiltshire - 3 days p/w on site

We are looking for an enthusiastic Service/Support Desk Lead to join their team. As a leader in their field, our client prioritises excellence, creativity, and efficiency in all aspects of our work. They are seeking likeminded individuals to drive success through various channels, Service/Support desk being their main priority.

Key Experience Required:

  • Leading a team in a service desk environment.
  • Proficiency in JIRA, including setting up processes, portals, and automations, as well as reporting and trend analysis.
  • Experience in triage processes, documentation, and updating runbooks.
  • Familiarity with manual processes, change request writing, SQL for data updates, SFTP, and portal creation on JIRA.
  • Strong process management and workflow management skills.
  • Enthusiastic and motivated to lead a team towards success.
  • Experienced in leading teams and working within a service desk environment.
  • Proficient in JIRA with the ability to set up processes, portals, and automations.
  • Skilled in reporting and identifying common trends in issues raised using JIRA.
  • Knowledgeable in UML (Lucid, draw IO, Visio) for diagramming and process visualisation.

Software Support Responsibilities:

  • Handling manual tasks across multiple platforms.
  • Writing and delegating the use of runbooks.
  • Providing network support.
  • Maintain clear communication with internal stakeholders.
  • Develop a roadmap to expand service desk processes across multiple sites.
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