Senior Service Desk Manager

4 weeks ago

Prescot, Knowsley, United Kingdom Ascent People Full time
Senior Service Desk Technician

Ascent People is seeking a highly skilled Senior Service Desk Technician to join our team in Liverpool. This is a full-time office-based role that requires 5 days of work per week.

Key Responsibilities:
  • Supervise and mentor junior Service Desk staff to ensure excellent customer service and technical support.
  • Manage the IT support queue and assist technicians in resolving technical issues.
  • Monitor Service Level Agreements (SLAs) and escalate issues to ensure timely resolution.
  • Support metrics reporting and distribution to track performance and identify areas for improvement.
  • Provide manager coverage during leave and maintain the on-call rota to ensure 24/7 support.
  • Participate in incident, problem, and change management processes to ensure seamless service delivery.
  • Analyze trends to prevent recurring issues and gather user feedback to improve services.
  • Ensure compliance with policies and procedures to maintain a high level of service quality.
Requirements:
  • 1+ years of experience in a team leader role.
  • 3+ years of experience as a Service Desk Technician.
  • Strong problem-solving and communication skills.
  • Experience with ITIL framework and ITSM systems.
  • Proficiency in tools like Asana, Google Apps, and ITSM software.
  • Ability to work autonomously and think innovatively.
  • Experience in stakeholder management and facilitating meetings.

This is an excellent opportunity for an experienced Service Desk Technician to advance into a leadership position. If you are a motivated and skilled individual looking to take on new challenges, please submit your CV for immediate consideration.

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