Senior Service Desk Technician

6 days ago


Prescot, Knowsley, United Kingdom Ascent People Full time

Job Summary:

Ascent People is seeking a highly skilled Senior Service Desk Technician to join our team. As a key member of our IT department, you will be responsible for providing senior-level service desk support, mentoring junior staff, and collaborating with the Service Desk Manager to ensure seamless IT operations.

Key Responsibilities:

  • Leadership and Mentoring: Assist in supervising Service Desk staff, providing guidance and support to ensure they meet performance expectations.
  • IT Support and Queue Management: Manage the IT support queue, aid technicians in resolving issues, and ensure timely resolution of customer inquiries.
  • SLA Monitoring and Escalation: Monitor Service Level Agreements (SLAs) and escalate critical issues to ensure timely resolution and minimize downtime.
  • Process Improvement: Collaborate with the Service Desk Manager to identify areas for process improvement and implement changes to enhance IT service delivery.

Requirements:

  • Proven experience in a senior service desk role, with a strong background in IT support and leadership.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and service delivery.


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