IT Service Desk Lead

2 weeks ago

West Byfleet, United Kingdom Just Ask Estate Services Full time

Job Title**: Service Desk Team Lead**

Reporting to : IT Manager

Starting Date : A.S.A.P.

Salary : 42-45K p.a.

**Service Desk Team Lead**

As our company is growing rapidly and along with it the IT department, we are looking to fill the role of Service Desk Team Lead.

The Role

This role requires someone with a solid background in a professional and operational IT Service Desk environment. A strong customer service mindset is the key to succeeding in this role. This hands-on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies.

Job Specs
- Manage the Service Desk team and develop a “User First” culture within the team
- Be responsible for the operational management of call assignments within the Service Desk team and ensure that the ticketing system is used effectively and efficiently by the team
- Undertake a weekly and a monthly review of the Service Desk call queues and highlight risks to the IT manager where KPIs cannot be met
- Responsible for IT Purchases and maintaining the inventory of IT assets and software licenses
- Standardising the ServiceDesk processes (e.g., New Starters/Leavers)
- Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
- Acting as a point of escalation for incidents/requests when required/ Providing 3rd line support
- Monitor cases nearing their SLA limit and ensure that analysts are responding and resolving them by the target dates
- Setting the framework of the ServiceDesk operations and ensuring its communication across the team and follow up
- Seeks opportunities to provide people with new challenges and opportunities to develop
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
- A high level of written and oral communication skills combined with the ability to communicate with customers
- Able to work well under pressure and at a high work rate
- Good inter-personal skills: diplomatic and able to inspire user and colleague confidence

Qualifications and Experience:

- A minimum of 10 years’ experience within an IT Help desk/IT Service support role
- A minimum of 4 years’ experience in managing a Service Desk
- Strong background in O365 Admin portal, MS Exchange portal and Active Directory
- Basic knowledge of Azure and Cloud services
- Experience in support and remote management of mobile devices (e.g., MDM, Intune)
- Knowledge and use of collaboration tools (e.g., SharePoint, Jira, Confluence)
- Have a basic knowledge of Salesforce administration platform
- Knowledge of business platforms such as Sage and Access and ability to understand the way they function and integrate with each other and able communicate possible issues to 3rd parties for support when required
- Experience in using different ticketing systems (e.g., Spiceworks, Autotask, ServiceNow).
- Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP
- Understanding of security practices including physical, internet, and wireless security.

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