Service Desk Deputy Shift Lead

5 months ago

Shrivenham, United Kingdom Pertemps Network Group Full time

**Service Desk Deputy Shift Lead - Nights/Days**:

- 2161048321 Applicants

**£30,000 - £35,000 Per Annum**
- Full Time**Permanent**

**Shrivenham, Oxfordshire**

**IT**

**Job Description**:
**Service Desk Deputy Shift Lead**
**Hours**
Current Shift Pattern: 4 on 4 off - 12 hour shifts. Consists of 4 x 12 hour day* shifts, followed by 4 days off, followed by 4 x 12 hour night** shifts, followed by a further 4 days off etc. *Day shift: 7am - 7pm **Night shift: 7pm - 7am
- **A bit about us**
Do you want to be part of a very exciting and rewarding opportunity to design and develop technical solutions to support a number of key government agencies? Do you want to be part of a team who provide leading edge secure solutions for customers in defence, blue light, science/medical and other industry research departments often within universities?
- If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities, then we are keen to talk to you.
- Step forward and realise your full potential by joining an agile and talented team who is responsible for developing, building, and supporting technical 1st line solutions within a secure managed services context along with diagnosing and resolving incidents with existing infrastructure. You will be a part of a great company, where you will be able to grow and develop your skills and experience.
- **What you’ll be doing A typical breakdown of your role would include**:
- Responding to requests for support by identifying, registering, and categorising incidents.- Resolving issues at first contact using standard operating procedures and knowledge base.- Working closely with other support teams to troubleshoot or escalate more complex issues.- Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLAs and KPIs.- Responsibility for general incident management ensuring customers are provided with regular- updates, and progression is made in line with Service Level Targets.- Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management toolset.**Deputise for Shift Lead when required by**:

- Acting as a point of escalation for queries from colleagues.- Coordinating engineers and communications as part of the Major Incident process.**What we need from you**
**We need someone that is**:

- Passionate about Service Delivery.- Flexible in their approach to work always, committed to ensuring tasks are completed to deadline.- Able to respond quickly to changing priorities.- Able to work proactively, under one’s own initiative.- Keen to learn and progress professional career.**Click Recruiting**:
**Lyndsay Franchetti** 01276 462 739
Division 216
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