IT Service Desk Lead

4 months ago

Trowbridge, United Kingdom apetito Full time

Overview:
Our business operates 24/7 providing vital service to our customers. IT is central to the success of the business and the team supports the infrastructure and services vital to its operation. We are embarking on a period of exciting change and this role will be a key appointment in it’s delivery.

You will report into the Senior IT Operations & Infrastructure Manager ensuring that solutions are well maintained and supportable. We operate within an ITIL framework supporting and managing service delivery.

Our aim is to provide world class IT Service and support for the business and you will lead the service desk team to provide this. Continual prioritisation of your work queue, updating logged calls and customers to ensure they receive the best possible IT support service is key to this role. You will take ownership of the service desk team and the end user experience, ensuring queries and tickets are progressed in line with SLAs.

A large portion of queries should be resolved by you and your team, others may need to be escalated to our third-party suppliers, so communcation and collaboration are also key skills for this role.

This roles is based at our Trowbridge head office.

Working hours are Monday-Friday, 8.30am-5pm.

The nature of this roles requires you to be on-site so home working is not available for this role.

**Responsibilities**:

- Answer Servicedesk calls and log information in the service desk software and issue the customer their call reference
- Provide updates to customers on all logged calls and review outstanding calls within the call logging system
- Chase up updates from other IT members to ensure calls don’t fail their SLA
- Actively resolve logged calls to ensure that open calls are kept to a minimum level and that they are resolved within the SLA assigned to that call
- Proactively speak to other members of the IT team to increase knowledge to allow further logged calls to be resolved
- Proactive monitoring and implementing service improvements to prevent / reduce incidents and problems. This also includes informing other members within the IT team where noted improvements can be made which need further technical resource or support
- Knowledge transfer within the area for effective provision of the service
- Adherence to Apetito Standards, processes and policies for Service and Delivery
- Provide technical advice and guidance on system knowledge area to other team members where on-going experience is gained through helpdesk resolutions
- Provide 24/7 On-Call out of hours support on rota as required
- Maintain statutory legislative knowledge where appropriate
- Escalation of serious issues to technical team members and/or IT Manager where necessary
- Streamline the purchasing of IT equipment for Apetito to ensure that IT can track what is required and what has been ordered. Keep up to date records of this information to ensure that the DaaS Supply Chain is effectively managed.
- Act as the point of escalation for customers, owning and driving resolution for incidents and requests
- Actively work to ensure all incidents and requests are being progressed within the team, with accurate and timely updates.
- Ensure the service desk is meeting customer SLAs and providing excellent service
- Own the escalation of incidents and expedite issues to relevant support teams
- Drive continuous service improvement by actively reviewing incident trends, service desk processes, and customer feedback as well as encouraging feedback within the team
- Ensure the team has appropriate training and implement personal development plans
- Be a positive role model within the team and mentor staff to aid in their development
- Routinely monitor calls and review customer interactions to ensure the service desk is providing excellent service
- Ensure all service desk processes are being followed and actively look to identify processes that can be improved, or where new processes need to be created
- Ensure documentation is proactively managed and encourage the creation of knowledge base articles within the team
- Manage the service desk rota, including holidays and leave, ensuring resource is available with the co-ordination of the team across multiple locations
- Build strong working relationships with other teams in the company as well as with customers
- Conduct regular one-to-ones and annual reviews with the service desk team, focusing on areas of improvement and identifying training needs where necessary
- Create and present customer service reports on a weekly and monthly basis
- Facilitate weekly service desk meetings focusing on performance and quality of service.

Qualifications/Personal Qualities:
**Essential Skills & Experience**
- Experience managing/leading/supervising a Service Desk or IT Support team
- Excellent team management, able to motivate and develop the skills of their team.
- Effective written and verbal communication skills, including being able to communicate technical

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