Service Desk Lead
2 months ago
Job Description**Jobtitle**:Service Desk Lead
**Homebased**:Fully remote with very occasional travel
**Salary**:£35,000 - £40,000
Are you an experienced IT Service Desk or Service Management professional who is looking for a new challenge? This is a fantastic opportunity to join a fast-growing consultancy in a key stage of their evolution who are committed to delivering true customer value and building long term partnerships.
Reporting into the Head of Service Delivery, you will be responsible for leading on the daily activities of the offshore service team, acting as the bridge between their clients and the service team. You will build relationships with the end clients, ensure SLAs are met, remove blockers and enhance the service offered to the end client.
You will build a clear understanding of client SLA targets and perform trend analysis across their service data, whilst establishing and maintaining strong working relationships with internal and external stakeholders.
**Key Requirements**:
- Previous experience in either Service Delivery, Service Desk, Incident Management or Service Level Management
- Exceptional analytical and management skills to detect potential blockers and implement practical solutions
- Proficiency in analysing data and metrics to identify trends and improve client experience
- Demonstrative ability to build and maintain processes that deliver exceptional service to clients
- ITIL v3 or v4 Qualification is desirable but by no means necessary
- Excellent communication skills, with the ability to communicate clearly with individuals across a wide range of technical knowledge
**Salary & Benefits**:
- Circa £35,000 - £40,000 per annum
- Bonus (both profit and performance-related)
- 5% employee pension contribution
- Personal annual learning and development allowance
- 25 days annual leave
- Anniversary & Birthday gift
- 'Refer a Friend' recruitment fee
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