Service Desk Lead
2 weeks ago
**The Company**
Over time, Cased Dimensions has expanded into IT Managed Services including running significant government environments since 2014. The company has people in the UK (including a customer service centre in Northern Ireland), Ireland, the Philippines, and the USA.
**Our Vision**
“Partner with customers to innovatively deliver the IT they need through great people, products and services”
**Job Title**
Service Desk Lead
**Location**
Belfast
**Responsible to**
Managing Director
**The Role**
Primarily tasked with managing a team of Service Desk Analysts. The post holder is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.
**Main Duties and Responsibilities**
- Effectively manage, develop, and train the service desk team
- Ensure Service Level Agreements and Key Performance Indicators are being maintained and adhered to
- Analyse team performance and drive improvements to customer service
- Support high performance by developing and appraising the performance of the team members including 1-2-1, training development and providing constructive feedback
- Take ownership of assigned Incidents, Service Requests and Change Requests assigned to all teams complying with ITIL best practices
- Oversee the prioritisation of tickets, queue management, scheduling, and resource planning as they pertain to the Service Desk
- Provide a point of contact for escalations from the Service Desk
- Escalate any potential service impacting incidents in accordance with internal procedures. Managing major incidents. reports and communications
- Take ownership and manage the businesses ITSM system
- Respond to verbal and written complaints in a timely manner as required
- Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
- Drive innovation and exploration of new ways to constantly improve Service Desk delivery
- Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
- Build and maintain close working relationships with customers and colleagues to maximize service quality
- Conduct and share results from service and operation performance reviews
- Create regular reports regarding team and individual accomplishments, adherences to Quality Call Assessments, problem management, work processes, team, and individual training needs
- Produce and present Business Reviews - Monthly / Quarterly / Bi-Annual
In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.
**Skills and qualities required**
- Excellent verbal and written communication skills
- An active / empathic listener
- 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
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
- Drive, self-motivation, and ability to work under own initiative
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
- Ability to communicate processes and procedures verbally clearly and accurately
- 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
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Experience of delivering a high level of customer service
- The necessary skills and attributes to integrate successfully into a busy team
**Skills and qualities desired**
- Delivery of IT support services within an outsourced environment
- ITIL Foundation or higher
- Experience of coaching and/or mentoring staff
- Experience of managing the work of others
- Knowledge and experience of best practice in customer service and/or IT service management
**Education/Qualifications in one or more of the following**
- Experience working in a Service Desk environment
**Interpersonal Skills**
- A high level of self-motivation together with a willingness to learn new skills
- A flexible and enthusiastic approach to the job
- Good problem solving and decision-making skills
- Can demonstrate exceptional levels of customer service and care
- Good communication, organisation, and presentation skills
- Strong time management and coordination skills
- A full driving license - preferably clean, however consideration will be given to people with low number of points
**Additio
-
Service Desk Manager
Found in: Talent UK C2 - 2 weeks ago
Belfast, United Kingdom Ocorian Full timeJob DescriptionPurpose of the JobWorking within ITIL Framework, the Service Desk Manager is responsible for managing daily operations of the Service Desk in line with Group objectives and service standards.The service desk manager will be responsible for managing and inspiring a team of service desk analysts to deliver an exceptional customer service...
-
Service Desk Manager
1 week ago
Belfast, United Kingdom Ocorian group Full timeFund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. Our culture of support and...
-
Service Desk Manager
1 week ago
Belfast, United Kingdom Ocorian group Full timeFund services | Corporate | Capital markets | Private client | Regulatory & Compliance We help clients succeed by unlocking new value through expertise, trust and scale. We deliver solutions that solve complex challenges faced by asset managers, financial institutions, corporates, high net-worth individuals and family offices. With a curious mindset, we...
-
Service Desk Agent
7 days ago
Belfast, United Kingdom Fujitsu Full time**Service Desk Agent** **Location: UK - Belfast** Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term...
-
Service Desk Agent
2 weeks ago
Belfast, United Kingdom Fujitsu Full time**Service Desk Agent** **Location: UK - Belfast** Are you looking to start your IT career? Do you enjoy Customer Service? Can you diagnose and problem solve issues? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to provide 1st line support for one of our long-term...
-
Service Desk Engineer
2 weeks ago
Belfast, United Kingdom VANRATH IT Full timeVANRATH are pleased to be partnered with a local FMCG company on their search for a 2nd line service desk engineer. This role is based in Belfast on a hybrid basis (3 days in office, 2 from home). 37 hours weekly with standard 9am - 5pm working hours. The role Responding to service desk tickets via phone, email and in-person. Providing 2nd line IT...
-
Service Desk Analyst
2 weeks ago
Belfast, United Kingdom Baker & McKenzie Rechtsanwaltsgesellschaft mbH Full timeTechnology Operational Help Desk Analyst Business Services | Belfast Technology Operational Help Desk Analyst Hybrid The Technology Operational Help Desk Analyst will perform various Identity and Access Management-related services to ensure the confidentiality, integrity, availability and non-repudiation of the Firm and Client data, information and...
-
IT Service Desk Analyst
5 days ago
Belfast, United Kingdom VanRath Full timeIT Service Desk Analyst - Belfast (28k) Job Reference: JPR170424 Job Title: IT Service Desk Analyst Salary: 28k pa Based: Coleraine Hours: Full time - 37.5 pw (Mon-Fri, 9am-5pm) Contract : Temp - ongoing rolling contract with potential to secure permanent. Overview My client is currently modernising their IT Infrastructure across their sites in...
-
IT Service Desk Engineer
2 weeks ago
Belfast, United Kingdom VANRATH IT Full timeVANRATH are pleased to be partnered with a local FMCG company on their search for a 2nd line service desk engineer. This role is based in Belfast on a hybrid basis (3 days in office, 2 from home). Responding to service desk tickets via phone, email and in-person. Providing 2nd line IT support to end users. Contribute to improving IT & other business...
-
Belfast, United Kingdom VanRath Full timeIT Service Desk Analyst - Belfast (28k) Job Title: IT Service Desk Analyst Hours: Full time - 37.5 pw (Mon-Fri, 9am-5pm) Contract : Temp - ongoing rolling contract with potential to secure permanent. My client is currently modernising their IT Infrastructure across their sites in Northern Ireland and have a requirement for an IT Service Desk Analyst...
-
Customer Support Specialist, Service Desk Analyst, 1st Line Support
Found in: Jooble UK C2 - 2 weeks ago
Belfast, United Kingdom Experis Full timeCustomer Support Specialist, Service Desk Analyst £18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support...
-
Belfast, United Kingdom Experis Full timeCustomer Support Specialist, Service Desk Analyst £18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support...
-
Belfast, United Kingdom CareerBliss Full timeOur client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more...
-
Belfast, United Kingdom People Source Consulting Full timeOur client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more...
-
Belfast, United Kingdom People Source Consulting Full timeOur client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more...
-
Band 3 Service Desk Support
6 days ago
Belfast, United Kingdom Platinum Recruitment NI Ltd Full timeJob Title : Band 3 Service Desk Support Location : Belfast BT1 Clarendon Dock Duration : Temporary Rate : £11.67p/h Hours : 37.5hpw **Background to encompass** A system designed and built by our people, for our people. encompass is a Health and Social Care programme that will create a single digital care record for every citizen in Northern Ireland...
-
Belfast, United Kingdom People Source Consulting Full timeOur client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more...
-
Sales Desk
2 days ago
Belfast, United Kingdom Radius Payment Solutions Full time**Position**:Sales Development Representative**: - Telecoms** **Location**: Waters Edge, Clarendon Dock, Belfast, BT1 3BH **Working Hours**: Monday to Friday, 08:30am - 5:00pm **Salary**: - Dependant on experience and available on request **Heard of us?** We’re an ambitious, forward-thinking global business building transformative solutions for our...
-
Belfast, United Kingdom Energy Jobline ZR Full timeJob Description Customer Support Specialist, Service Desk Analyst £32-38k + Benefits 18 month contract 2 days a week on site in Belfast (BT1) Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems,...
-
Customer Support Specialist, Service Desk Analyst, 1st Line Support
Found in: Appcast UK C C2 - 1 week ago
Belfast, United Kingdom Experis Full timeCustomer Support Specialist, Service Desk Analyst £32-38k + Benefits18 month contract2 days a week on site in Belfast (BT1)Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive...
