Current jobs related to IT Service Desk Manager - Reading, Reading - KYOCERA Document Solutions UK
-
IT Service Desk Manager
4 weeks ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob SummaryXact Placements Limited is seeking a highly skilled IT Service Desk Manager to lead and manage our client's IT Service Desk. As a key member of the team, you will be responsible for overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients.Key ResponsibilitiesManage and resolve incidents and...
-
IT Service Desk Manager
2 months ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob SummaryXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients.Key ResponsibilitiesManage incidents and requests, acting as the escalation point for...
-
IT Service Desk Manager
2 months ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob SummaryXact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients.Key ResponsibilitiesManage incidents and requests, acting as the escalation point for...
-
Service Desk Manager
2 weeks ago
Reading, Reading, United Kingdom Transcomm Recruitment Full timeService Advisor RoleWe are seeking a highly skilled Service Advisor to join our team at Transcomm Recruitment.The successful candidate will be responsible for managing our service desk, dealing with clients, customers, and the workshop team.Key Responsibilities:Manage the service desk and coordinate with the workshop team.Deal with clients and customers to...
-
Service Desk Specialist
3 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Service Desk SpecialistAt Areti Group | B Corp™, we are seeking a skilled Service Desk Specialist to join our team. The ideal candidate will have experience in a service desk environment, with a strong focus on providing exceptional customer service.Key Responsibilities: Handle 1st line support enquiries, resolving issues related to O365, Cloud services,...
-
Service Desk Support Specialist
3 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Service Desk Support SpecialistAt Areti Group | B Corp™, we are seeking a skilled Service Desk Support Specialist to join our team. The ideal candidate will have experience in a service desk environment, with a strong focus on providing exceptional customer service and technical support.Key Responsibilities: Provide technical support for O365, Cloud...
-
Service Desk Support Specialist
4 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Service Desk Support SpecialistWe are seeking a highly skilled Service Desk Support Specialist to join our team at Areti Group | B Corp®. As a key member of our IT support team, you will be responsible for providing exceptional service desk support to our customers, ensuring a positive and efficient experience.Key Responsibilities:Handle 1st line support...
-
Service Desk Support Specialist
4 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Service Desk Support SpecialistWe are seeking a highly skilled Service Desk Support Specialist to join our team at Areti Group | B Corp®. As a key member of our IT support team, you will be responsible for providing exceptional service desk support to our customers, ensuring a positive and efficient experience.Key Responsibilities:Handle 1st line support...
-
Service Desk Support Specialist
4 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Service Desk Support SpecialistAt Areti Group | B Corp™, we're seeking a skilled Service Desk Support Specialist to join our team. As a key member of our IT department, you'll be responsible for providing exceptional service desk support, ensuring a positive and efficient experience for our users.Key responsibilities include: Handling 1st line support...
-
Service Desk Support Specialist
1 month ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full timeJob Title: Service Desk SpecialistAt Areti Group | B Corp®, we are seeking a highly skilled Service Desk Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional service desk support to our employees, ensuring a positive and efficient experience.Key Responsibilities:Provide timely and effective...
-
Service Desk Support Specialist
1 month ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full timeJob Title: Service Desk SpecialistAt Areti Group | B Corp®, we are seeking a highly skilled Service Desk Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional service desk support to our employees, ensuring a positive and efficient experience.Key Responsibilities:Provide timely and effective...
-
Service Desk Support Specialist
4 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full timeJob Title: Service Desk SpecialistAt Areti Group | B Corp™, we are seeking a highly skilled Service Desk Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional service desk support to our employees, ensuring a positive and efficient experience.Key Responsibilities:Provide first-line support for...
-
IT Service Desk Sales Professional
3 weeks ago
Reading, Reading, United Kingdom THAMES 360 Full timeUnlock Your Potential in IT Sales with Thames 360We're seeking a skilled Service Desk Sales Professional to drive growth and manage key client accounts. If you're passionate about sales and have a proven track record in IT Service Desk sales, this is an opportunity to shine.Why You'll Thrive with Us:Industry Expertise: Leverage your IT Service Desk knowledge...
-
Service Desk Support Specialist
7 days ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Job Title: Service Desk Support SpecialistJob Description for Service Desk Support SpecialistJob Description and ResponsibilitiesService Desk Support Specialist OverviewProvide exceptional service desk support ensuring a positive and efficient experienceHandle 1st line support enquiries resolving issues related to O365 Cloud services desktop support...
-
Service Desk Support Specialist
3 weeks ago
Reading, Reading, United Kingdom Areti Group | B Corp™ Full time £32,000Job Description: Service Desk Engineer/Helpdesk/1st LineLocation: Central Reading Office - Salary: Up to £32kExperience Required:Experience in a service desk environmentExcellent customer service skillsConfident communicatorStrong technical knowledge of Windows operating systems, M365, and service desk methodologiesResponsibilities:Provide exceptional...
-
IT Service Desk Sales Professional
4 weeks ago
Reading, Reading, United Kingdom THAMES 360 Full timeUnlock Your Potential in a Thriving IT Sales EnvironmentAt Thames 360, we're on the lookout for a skilled Service Desk Sales Executive to drive growth and manage key client accounts. If you're passionate about sales and eager to make a lasting impact, this could be your chance to shine.Why You'll Thrive Here:Industry Expertise: Leverage your IT Service Desk...
-
IT Service Desk Manager
4 weeks ago
Reading, Reading, United Kingdom Xact Placements Limited Full timeJob SummaryWe are seeking an experienced IT Service Desk Manager to lead our team in delivering exceptional service to our clients. As a key member of our IT department, you will be responsible for overseeing our cloud platforms, IT infrastructure, software, and print devices.Key ResponsibilitiesManage incidents and requests, acting as the escalation point...
-
Service Desk Specialist
3 weeks ago
Reading, Reading, United Kingdom Thames Water Full timeJob Title: Service Desk AgentJob Summary:As a Service Desk Agent at Thames Water, you will play a vital role in providing exceptional IT support to our employees and contractors. You will be the first point of contact for IT issues, working closely with the Incident Management Request Fulfilment team to improve incident resolution times.Key...
-
ITSM Sales Service Desk Specialist
2 weeks ago
Reading, Reading, United Kingdom Global Technology Solutions Ltd Full timeAbout the Role:A key opportunity has arisen with a leading technology firm to join their Sales team as an ITSM Sales Service Desk Specialist. If you have a background in Service Management and a passion for new business innovation, this could be the perfect role for you.Key Responsibilities:Develop and execute sales strategies to drive business growth in the...
-
Service Desk Agent
3 weeks ago
Reading, Reading, United Kingdom Thames Water Full timeJob DescriptionAs a Service Desk Agent at Thames Water, you will play a crucial role in providing an excellent IT service to our employees and contractors. Your primary responsibility will be to receive, log, and manage IT-related incidents from internal employees via various communication channels, including telephone, email, self-service, and Digital...
IT Service Desk Manager
2 months ago
Job Title: IT Service Desk Manager
Division: ICT
Department: ICT Service Desk Operations
Reports to: Head of Service Desk Operations
This is a leadership role responsible for managing and supporting our Cloud platforms, IT infrastructure, software platforms, print devices, and end-user estate to both our internal and external client base.
To manage the performance of the Service Desk services and support to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded.
Responsible for ensuring the staff are meeting and exceeding expectations in regards to their performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide exceptional customer service.
Manages and coordinates urgent and complicated support issues. Develops and matures phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
Manages and drives major incident process, problem, and change management, and capacity planning activities.
Ensures appropriate availability of regional personnel to support the daily workload.
Develops relationships with customer key contacts, other support agencies, and third-party vendors.
Understands and is fully conversant with all customer services processes relevant to support business processes.
Develops channel partner capability to provide services through training and support.
Manages customer onboarding activities to ensure all customers get the best start to their service with us.
Establishes control and delivery of 3rd-party products and services that form part of the overall customer contract.
Trains, coaches, and mentors Service Desk team, including supporting regular performance review and career development activities.
Builds/obtains (from other departments) training material for support staff.
As needed, schedules employees working times and provides backup support.
Provides data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed.
Works to make Service Desk the single source of truth and service delivery channel for IT.
Monitors and manages phone queue (participating in escalated calls as needed).
Oversees knowledgebase and document repository and ensures top-quality solutions are available to the staff.
Develops Service and Business Level Agreements to set expectations and measure performance.
Develops an effective and workable framework for managing and improving customer IT support in the organization.
Advises management on situations that may require additional client support or escalation.
Reviews survey feedback to improve services, tools, and support experience.
Key Responsibilities:
- Manage and coordinate urgent and complicated support issues.
- Develop and mature phone/ticket escalation processes.
- Manage and drive major incident process, problem, and change management, and capacity planning activities.
- Ensure appropriate availability of regional personnel to support the daily workload.
- Develop relationships with customer key contacts, other support agencies, and third-party vendors.
- Understand and be fully conversant with all customer services processes relevant to support business processes.
- Develop channel partner capability to provide services through training and support.
- Manage customer onboarding activities.
- Establish control and delivery of 3rd-party products and services.
- Train, coach, and mentor Service Desk team.
- Provide data and reporting of KPIs and trends.
- Work to make Service Desk the single source of truth and service delivery channel for IT.
- Monitor and manage phone queue.
- Oversee knowledgebase and document repository.
- Develop Service and Business Level Agreements.
- Develop an effective and workable framework for managing and improving customer IT support.
- Advises management on situations that may require additional client support or escalation.
- Reviews survey feedback to improve services, tools, and support experience.
Requirements:
- ITIL certification - Desirable
- Team management
- 25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years. Part-time/temporary employees is a pro-rata equivalent.
- A buying and selling holiday scheme
- Life Assurance (4 x base salary)
- Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.
- Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
- Enhanced Maternity and Paternity leave
- Employee Assistance Programme
- Bike2Work Scheme – salary sacrifice scheme to purchase bikes at a discount
- Lifeworks – Access to discounts / perks
Company Values:
It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
