IT Service Desk Team Lead

2 weeks ago

London, United Kingdom Allied World Assurance Company Full time

**IT Service Desk Team Lead**
**-**
**(**
**2300000D**
**)**

**Description**

We are looking for a dynamic, passionate, and outstanding Service Desk Lead to add to our growing talented team.

You will be part of an exceptional tech team that constantly seeks innovative ways to serve our users.

Allied World Assurance Company Holdings ltd is a global provider of insurance and reinsurance solutions.

Our team is composed of highly motivated techs and analytics-oriented people that aim to leverage world class solutions to provide exceptional service for our users. As a Service Desk Lead, you will have the opportunity to make impactful contributions to our users as you work alongside the Global Service Desk team. The position is based in London but has the option of Hybrid remote working twice per week also.

The Service Desk Leads role is to support and maintain all related resources to ensure end-users can operate at peak efficiency. In this support function, you will assist in managing daily operations of the Service Desk, representing the team to other stakeholders and help to ensure that the Service Desk is constantly developing and improving.

With strong administrative skills and customer focus, you will ensure a friendly and proactive service to our users and oversee efficient handling of each query and ensure that users are advised of the ensuing solution.

We strive to build an inclusive team culture and value the diversity of the people we hire. Diversity at Allied World means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.

**Responsibilities**:
Manage requests from users, investigating issues, deploying fixes as needed
- Be the point of contact for all issues related to IT
- Identify and pursue service improvement initiatives
- Be committed to utilizing and responding to employee satisfaction metrics
- Observe trends in issues to help escalate prioritization decisions
- Ability to think critically and make judgements as needed
- Ability to manage time effectively while setting the tone of the team through modeling and leadership
- Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
- Working knowledge of Intune MDM platform an advantage
- Experience with Office 365, Exchange Online, Azure and Okta
- Build, install, configure, analyze, and troubleshoot Windows operating systems.
- Exposure to break/fix, new build outs, AD administration, VDI/WVD support, mobile phone/tablet support via Intune, Global Protect VPN connectivity_ _troubleshooting_
- Utilize remote tools such as Bomgar to facilitate efficient resolution of issues
- Configures, installs, and connects computer and network hardware so that users will be able to perform business activities in accordance with Allied World’s intentions.
- Inventory and Asset Management
- Evaluates/determines whether vendor-supplied operating system patches and fixes will cause software incompatibility trouble, system crashes, systems response time degradation and/or other operational problems before installing these same patches and fixes.
- Helps with upgrades/migration of systems software as needed to ensure secure, reliable, and stable operation of servers and IT environment.
- Manage efficient processing of new hires and leavers accounts.
- Configures and maintains access control systems so that users can access only those machines, software and information that are needed to perform their jobs.
- Assist in troubleshooting network problems, which include, but are not limited to, WAN/LAN/Hardware/Servers/Software and test environment.
- Ensure all support requests are updated with resolution detail prior to closure so that solutions are captured for future reference.
- Participates and/or takes the lead in IT related projects.

**Qualifications**
- You must be a self-starter with the drive and skills to manage your workload and be able to work on your own initiative to assist users reach their deadlines
- Ensure there is effective collaboration and communication within your team and peers.
- Ability to multi-task, prioritize, and manage across multiple, often time-sensitive initiatives
- Highly organized with a strong attention to detail
- Display a strong sense of urgency.
- Ability to work independently with mínimal supervision
- Possess excellent verbal and written communication skills

**Primary Location***: GB-GB-London

**Work Locations***: London 20 Fenchurch Street London EC3M 3BY

**Job***: Information Technology

**Schedule***:Full-time

**Shift***:Day Job

**Employee Status***:Regular

**Job Type***:Standard

**Job Posting***: Jan 13, 2023, 6:09:54 AM

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