IT Service Desk Team Leader
3 days ago
**Requisition ID**: EQU00001224**Domaine**: Fonctions Supports/IT et Digital**Type d'emploi**: CDI**Temps de travail**: Temps plein**EQUANS are recruiting for an IT Service Desk Team Leader to be based in Newcastle, NE12 8EX. This is a permanent full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.**:
Working hours will be Monday to Friday between the hours of 07:30 and 17:30
The IT Service Desk Team Leader is responsible for providing an efficient, cost effective customer focused service desk which provides a single point of contact for all users of IT, logging and managing all customer incidents and service requests.
**What will you deliver?**:
- Management of IT Service Desk team, ensuring appropriate staffing levels are always available.
- Manage personal and team workload while maintaining SLAs across the team.
- Manage the service desk discipline, ensuring an effective and coordinated set of processes are developed and maintained.
- Escalation point for issues requiring escalation.
- Perform quality checks to ensure that all tickets have been correctly categorised, prioritised and escalated and that all complaints are responsibly and professionally resolved.
- Provision of effective Incident Management and Request Fulfilment, working closely with resolver groups to undertake Problem Management.
- Ensure appropriate technical documentation is received and service desk staff are trained for new services to be provided, whether to new or existing clients.
- Prepare reports for distribution throughout the organisation.
- Manage communications to service users in the event of any service impacting issues.
- Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
- Contribute to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
- Support the IT Service Support Manager with the successful take-on of new services, contracts and mobilisations.
- Support audits (internal and external) by complying with requirements to security policies and GDPR
- Deputise for IT Service Support Manager in Service Reviews and participation of Change Advisory Board
**What can we offer you?**:
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1 times annual salary
- 24/7 Employee Assistance Program and access to mental wellbeing app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
**Who are we looking for?**:
- Qualification in the field of Information Technology and / or equivalent work experience.
- Previous experience of a management role within a Service Desk Environment.
- A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
- Knowledge of basic computer hardware.
- Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
- Good knowledge of a leading IT Service Management Tool.
- Strong ability to quickly understand user requirements and issues.
- Proven experience in a customer facing role.
- A good understanding of IT Service Desk challenges.
- Proven analytical and problem-solving abilities.
- Working knowledge of a range of diagnostic utilities.
- Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment.
This role includes a DS Basic check therefore ability to pass is essential
**Who are we?**:
EQUANS is a market leader in the sector with 74,000 employees leveraging 200 years of expertise. With revenues of €12 billion, EQUANS is present in 17 countries - mostly across Europe, but also with significant interests in North America, Latin America and Australia.
In the UK, & Ireland, all of ENGIE’s activity in technical services & facilities management, energy efficiency and regeneration are now part of EQUANS. The new entity also includes specialist energy related capabilities: smart buildings, green mobility, district & embedded energy and decentralised renewables.
EQUANS is an autonomous business within ENGIE Group - with its own dedicated management team and operating structure to help further accelerate growth and service performance.
EQUANS supports its customers by mobilising its expertise to provide low-carbon energy solutions, offer cutting-edge technical and FM services and transformative regeneration in the UK & Ireland. From homes to cities, hospitals to the
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