Service Desk Lead

3 weeks ago

Glasgow, United Kingdom Huntswood Scotland Limited Full time

We are seeking a dedicated and experienced **Service Desk Lead** to join our existing team based on site in our Head Office in Glasgow

Huntswood’s success relies on its computing facilities being available, effective and efficient.

As a **Service Desk Site Lead**, you will be the face of the Technology Team.

You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood’s business processes and clients are kept to a minimum.

The Service Desk Site Lead is the leader of a group of site based Service Desk Technicians working collaboratively to resolve outstanding incidents, problems and requests.

They are responsible for managing the team’s workload and communicating effectively with the Head of Service Delivery & Tech Change and other Technical Leads in the Technology Department.

The ServiceDesk Site Lead acts as a mentor to the team members, providing guidance as required to resolve outstanding issues.
- Manage a team of Service Desk Agents based in Glasgow. Carrying out regular 1-2-1’s with each Team member, Quarterly reviews, conducting team meetings and daily stand ups.
- Produce a development plan for team members to ensure that we are continually developing the team and upskilling when required.
- Ensure that incidents and Service Requests are logged on the Huntswood’s call logging system are responded to quickly, professionally, and courteously, ensuring that calls are correctly prioritised and categorised.
- Ensure that identified incidents and Service Requests are descriptively logged and kept up to date on the Huntswood’s call logging system.
- Ensure that all incidents and Service Requests are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
- Carry out continuous Incident Management to ensure that tickets are being picked up and dealt with within SLA. Responding to any notifications of tickets about to breach and ensuring that all team members are striving to meet SLA’s on every ticket logged.
- Strive to resolve the majority of tickets on first contact and first time right. Work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolved on first contact.
- Deal with escalations from End Users and provide quick feedback.
- Work with Head Of Service Delivery & Tech Change to analyse the Huntswood call logging system to identify trends and work with the other Tech departments to permanently fix the issue to negate a call needing to be raised.
- Set up and manage a continuous improvement plan to deliver improvements to both end users and the Tech team.
- Work with the other Tech Teams to identify areas where we can automate basic tasks to again negate a call needing to be raised.
- To develop a planning activity to continuously look at the number of full time employees required to support the business.
- Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
- Ensuring the Service Desk Team’s documentation is kept up to date.
- Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.
- Identifies opportunity to improve overall performance through training or technical enhancements.
- Ensure the Huntswood’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.

PERSON SPECIFICATION

Essential
- Experience of working in an ITIL aligned environment
- Expert level of understanding of a Microsoft Windows Active Directory environment.
- Expert level of understanding of Microsoft Intune Device Management
- Expert level of understanding of Microsoft Azure AD
- Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office.
- Be able to demonstrate excellent problem management skills.
- Excellent business communication skills, with the skills to communicate at all levels.
- Excellent time management.
- An out-of-the-box thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.

Desirable
- Good project management skills
- Current IT qualifications, preferably Microsoft
- Good level of understanding of TCP/IP.
- Good level of understanding of NPA and Cloud Fire Wall

"It's not just about what we do, but the way we do it. And it's our values that make us special."

Huntswood, A ResultsCX Company delivers resourcing, outsourcing and advisory services from complaints to customers service, remediation to resilience - bring together the people, processes, and knowledge that business need to succeed. In February 2024, Huntswood become part of the ResultsCX organisatio

  • Service Desk Lead

    3 weeks ago

    Glasgow, United Kingdom Huntswood CTC Limited Full time

    We are seeking a dedicated and experienced Service Desk Lead to join our existing team based on site in our Head Office in Glasgow! As a Service Desk Lead , you will be the face of the Technology Team. You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a...

  • Service Desk Lead

    4 weeks ago

    Glasgow, United Kingdom Huntswood CTC Limited Full time

    We are seeking a dedicated and experienced Service Desk Lead to join our existing team based on site in our Head Office in Glasgow! As a Service Desk Lead , you will be the face of the Technology Team. You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a...

  • IT Service Desk Manager

    3 weeks ago

    Glasgow, United Kingdom UK Civil Service Full time

    Job summaryWe are currently seeking applications for a IT Service Desk Manager to lead the Service Desk and Build Analysts who manage IT incidents and requests to meet service level targets.�Your main responsibility will be to ensure the resourcing and development of the service desk and build department, ensuring that the team has the capacity and...

  • IT Service Desk Manager

    4 weeks ago

    Glasgow, United Kingdom UK Civil Service Full time

    Job summaryWe are currently seeking applications for a IT Service Desk Manager to lead the Service Desk and Build Analysts who manage IT incidents and requests to meet service level targets.�Your main responsibility will be to ensure the resourcing and development of the service desk and build department, ensuring that the team has the capacity and...

  • IT Service Desk Team Lead

    2 weeks ago

    Glasgow, United Kingdom FPSG Full time

    **IT Service Desk Team Lead** FPSG are proudly working in partnership with a highly reputable logistics company based in the UK. Due to the growth of the business, we are supporting with the search for an IT Service Desk Team Lead to join the North Lancashire office on a permanent contract. You will be a hands on technical leader that is passionate about...

  • IT Service Desk Analyst

    2 months ago

    Glasgow, United Kingdom BPM Tech Full time

    IT Service Desk Analyst **Role**:IT Service Desk Analyst **Salary**:£22,000 - £25,000 **Location**:Remote My client a leading private healthcare provider are looking to provide an IT Service Desk Technician to provider onsite and remote support. This is an excellent opportunity to grow a rapidly expanding organisation who offer excellent career and...

  • Service Desk Team Lead

    1 week ago

    Glasgow, United Kingdom FPSG Full time

    **Overview** **Service Desk Team Lead** Ref: 98188 Are you a hands-on technical leader? Do you enjoy shaping teams to deliver happiness to both customer and user?... this could be for you_. _ **Role Responsibilities** Responsibilities will include: - Responsible for ensuring the effective day to day operation of the 1stLine Support function. -...

  • IT Service Desk Administrator

    2 weeks ago

    Glasgow, United Kingdom Lewis Paige Recruitment Full time

    **IT Service Desk Administrator** **Glasgow** **£25,000** Our client is a regional Law Firm who is now looking to recruit a IT Service Desk Administrator for their team. This is a great opportunity for someone that has 1-2 years expereince in an IT service desk role and is looking to progress their career. **Key skills and experience required for this...

  • Service Desk Executive

    1 week ago

    Glasgow, United Kingdom Realise Recruitment Full time

    Service Desk Executive / Administrator From £25,000, negotiable We are looking for a suitably experienced person for a Service Desk Manager position with our client in Cumbernauld. In this role you would be supporting and maintaining a growing list of customers and proactively working with them and your engineering colleagues to successfully resolve any...

  • IT Service Desk Apprentice

    4 weeks ago

    Glasgow, United Kingdom QA Apprenticeships Full time

    **IT SERVICE DESK APPRENTICE** If you’re curious about the Cloud, interested in IT, have an affinity for AI or a soft spot for hardware support - there’s a future in tech for you. Our IT Service Desk Apprenticeship turns problem-solvers like you into skilled PC builders, data defenders and cloud controllers. Develop your skills in the world’s most...

  • IT Service Desk Administrator

    4 weeks ago

    Glasgow, United Kingdom Hays Specialist Recruitment Limited Full time

    **Hybrid IT Service Desk Admin - Glasgow - £22,000 to £25,000** **Your new company **One of Scotland's finest Law Firms are looking for an IT Service Desk Administrator to join their team to support the IT department with their upcoming plans for 2023. This company are offering a fantastic opportunity for someone with 1-2 years' experiencein IT to upskill,...

  • Service Desk Coordinator

    3 weeks ago

    Glasgow, United Kingdom ECO REFRIGERATION LTD Full time

    Due to continued growth we are expanding our office staff and are offering a permanent position based in our office for a service desk coordinator. Common duties but not limited to are: - Organise and arrange service calls to emergency call outs. - Converse with customers and keep them updated with the status of the job. - File and scan service paperwork...

  • Service Desk Administrator

    2 weeks ago

    Glasgow, United Kingdom Televerde Full time

    Under supervision by the System Administrator, the Security Analyst & Service Desk Administrator II is responsible for the implementation and day-to-day management and continual improvement of the information security management system and acts as the second point of contact for users needing IT Services. The role is to blend and operate an effective...

  • IT Service Desk Team Leader

    3 weeks ago

    Glasgow, United Kingdom Social Security Scotland Full time

    Overview: Social Security Scotland are looking for an experienced IT Service Desk Team Leader. Do you have Incident management and request fulfilment experience? Do you have expectational customer care skills and experience? Do you have experience in working in a busy Service Desk environment, resolving a variety of IT queries? The IT Service Desk Team...

  • IT Service Desk Agent

    2 weeks ago

    Glasgow, United Kingdom The Wise Group Full time

    **Position Job** IT Service Desk Agent **Location **Remote First - principally home based but expected to attend our Templeton Hub in Glasgow regularly throughout the week. (Driving licence required ) **Salary** £27,500 + excellent benefits **Hours** 35 hours per week (flexible working) **Status** Fixed Term to October 2025 **Closing date** Tuesday...

  • IT Service Desk Agent

    2 months ago

    Glasgow, United Kingdom The Wise Group Full time

    **Position Job** IT Service Desk Agent **Location **Remote First - principally home based but expected to attend our Templeton Hub in Glasgow regularly throughout the week. (Driving licence required ) **Salary** £27,500 + excellent benefits **Hours** 35 hours per week (flexible working) **Status** Fixed Term - December 2024 **Closing date** 30th August...

  • Service Desk Coordinator

    4 days ago

    Glasgow, Glasgow City, United Kingdom ECO REFRIGERATION LTD Full time

    Due to continued growth we are expanding our office staff and are offering a permanent position based in our office for a service desk coordinator.Common duties but not limited to are: Organise and arrange service calls to emergency call outs. Converse with customers and keep them updated with the status of the job. File and scan service paperwork once...

  • Service Desk Coordinator

    5 days ago

    Glasgow, Glasgow City, United Kingdom ECO REFRIGERATION LTD Full time

    NO TIME WASTERSDue to continued growth we are expanding our office staff and are offering a permanent position based in our office for a service desk coordinator.Common duties but not limited to are: Organise and arrange service calls to emergency call outs. Converse with customers and keep them updated with the status of the job. File and scan service...

  • IT Service Desk Team Leader

    4 days ago

    Glasgow, Glasgow City, United Kingdom Social Security Scotland Full time

    Overview:Social Security Scotland are looking for an experienced IT Service Desk Team Leader. Do you have Incident management and request fulfilment experience? Do you have expectational customer care skills and experience? Do you have experience in working in a busy Service Desk environment, resolving a variety of IT queries?The IT Service Desk Team Leader...

  • Service Desk Coordinator

    5 days ago

    Glasgow, United Kingdom Search Full time

    Service Desk Coordinator Glasgow Office Based Permanent contractDo you want to work for an established business withing the FM industry?How does on-site parking and salary sacrifice sound?If you are and experienced coordinator, this could be the role for you...Search are hiring for a Service Desk Coordinator within the FM industry, with great communication...