Service Desk Team Leader

6 months ago

Chippenham, United Kingdom Wincanton Full time

**Overview**

Reporting to the Service Desk Manager, the Service Desk Team Lead will manage a team of service desk agents with the responsibility of monitoring and management of all 1st level IT services in line with agreed SLA’s. The role will be responsible for the end to end ownership of all incidents and service requests coming through the IT Service Desk.

This position requires the successful applicant to work in our Head Office based in Chippenham, covering the two following shift patterns on a rotating basis: 07:00 - 15:30 and 08:30 - 17:00.

**How will you contribute?**
- Responsible for providing 1st level support for operational services in line with the Service Level Agreements
- Provide a single point of contact for all customers and users of Wincanton IT, processing and coordinating timely responses to Incidents and Service Requests, and keeping customers appraised of progress to achieve Incident resolution / Service Request fulfilment within agreed service levels
- Maintain Incident and Service Request tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution
- Escalate any Incidents or Service Requests that cannot be resolved by the Service Desk to the appropriate team
- Take ownership of the customer Incident or Service Request and see it through to resolution
- Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service
- Communicate customer updates in a positive and professional manner
- Carry out training and induction of new members of the Service Desk team
- Perform trouble shooting and Incident resolution according to StandardOperating Procedures (SOPs)
- Work with 3rd Party suppliers to resolve Incidents and Service Requests
- Play an active role in contributing to and maintain a knowledge base oftechnical documentation used by the Service Desk teams
- Maintain and enhance the procedures, training documentation, knowledge base and other supporting documentation to ensure that the Service Desk is as self sufficient as possible
- Completion of Service Requests
- Adhere to processes & policies (e.g. ITIL): SOPs, Incident Management, Problem Management, Service Level Management, Service Request Fulfilment
- Occasional travel to customer sites

**What will you bring?**
- Proactive individual able to work in a fast-paced and constantly changing environment
- Excellent and demonstrable interpersonal and communication skills, both verbally and written
- Customer focussed attitude with positive approach. Treats all customers with respect and courtesy
- Experience of Team Management
- Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding.
- Problem solving and diagnostic skills
- Team player; works with and supports the rest of the team. Shares ideas and innovations
- Flexible and adaptable to change
- Good knowledge of service management toolsets and best practice e.g.: Service Now, SCCM, Nagios or similar
- Adherence to IT policies and processes (e.g. SOPs) to ensure consistent quality of service
- Proven track record of least 1- 2 years in a senior service desk/lead role
- Awareness of ITIL v3, ideally with Foundation certification
- Experience of Service-Now

**What do we offer?**

**Our Culture & Benefits**

In addition to a **generous salary **, we really value our people and offer a friendly, safety-first working environment, along with other benefits including company pension scheme, generous holidays, cycle to work scheme, employee benefits include, online discount platform, onsite parking and much more.

Our people are at the core of our business and what makes **Wincanton **great. That’s why we also provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling, in a dynamic working environment.

**Be a part of our values; Excellence, Integrity, Passion, Proactivity, Togetherness & Trust.**

**Our Commitment**

We are committed to providing equality of opportunity for all employees. We want to create an environment where all colleagues feel safe, supported and valued, whilst feeling they can be their whole selves within our workplaces. We are proud that our colleagues represent us and our successes. Attracting diverse teams, we believe in creating an inclusive, respectful organisational culture for our colleagues and future talent.

Find out more: Wincanton champions a diverse workforce

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