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Service Desk Lead
2 months ago
The Lead Service Desk Analyst will play a key role in supporting technology systems used by St John Ambulance, ensuring the Technology Support Team meets agreed service levels and prioritizes customer service and satisfaction.
Key Responsibilities- Act as a technical escalation point for the technology support team, providing guidance, training, and coaching to team members.
- Monitor and diagnose logged incidents and requests, ensuring they are resolved to consistent quality standards.
- Coordinate the team to meet or exceed Service Level Agreements (SLAs) and customer expectations.
- Champion customer needs within the team, understanding how technology affects, enables, and influences the collective success of St John Ambulance.
To succeed in this role, you will have a strong technical background, with experience in ITIL processes, ITSM tools, and supporting Office 365 and Azure Active Directory. You will also possess analytical skills, with the ability to identify patterns and trends.
What We OfferAs a valued member of our team, you will receive a competitive salary, pension scheme, and a range of benefits, including hybrid working, cycle to work scheme, and access to a health and wellbeing portal.
