IT Service Desk Supervisor

3 months ago

Cardiff, United Kingdom Outsource UK Full time

**IT Service Desk Supervisor**

An exciting opportunity has arisen for an IT Service Desk Supervisor to work on a 3-6 Month contract based in Cardiff (Nantgarw). You will work effectively within a team, working most closely with key business stakeholders and Service Desk Analysts, in order to drive service improvements.

You will take accountability to ensure IT Services are delivered to end-user's needs and satisfaction, which includes responsibility for overseeing the day-to-day effectiveness of IT service provision, access provision, end-user satisfaction and ensuring that set targets are met, including supervising a team of IT Service Desk Analysts.

**Responsibilities include**: Driving and leading the IT Service Desk team during their day-to-day activities, Taking accountability for access provisioning, management of security profiles and user setup/ termination, Act as a single point of contact for communication in case of crisis and Major incidents, Managing inventory of local systems, monitored and regularly patched and kept up to date according to Group Policy, undertaking administration duties where required for hardware or software upgrades, configuration and replacement (Technical Projects), monitoring and ensuring end-users devices (workstations) are periodically updated.

**Skills and experience required**:

- 3+ Years - 1st / 2nd line Desktop IT Support role - Financial Services Desirable
- 1+ Years - Leading a team of service desk agents
- Excellent verbal and written communication skills
- Excellent organisational skills with the ability to multi-task
- Ability to manage own time effectively and to be prompt and punctual
- Experience of working effectively within a team and collaborating with others to achieve a goal

**Foreign Language skills**:

- French Desirable however not essential

**Technical Experience**:

- Ability to produce management information reports from ITSM systems
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
- Windows system administration (Workstation and Server), file server backups and data restoration.
- Networking Experience (Cisco switches and WiFi), patching and troubleshooting
- Office 365
- SharePoint Support and administration
- Contact Centre administration (Alcatel, Nice InContact)
- Microsoft Teams Support, including Telephony
- Client hardware (Laptop/Desktop) management, troubleshooting and diagnosis
- Mobile phone, Mobile Device Management (MDM) and mobile productivity apps (Office 365)
- Office Audio Visual equipment (ClickShare), network printers (Konica) and Office Digital Signage

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