IT Service Desk Manager

5 days ago

Coleshill, Warwickshire, United Kingdom Pertemps Bond Full time
About the Role

Pertemps Bond is seeking a highly skilled Senior IT Service Desk Analyst to join our dynamic team. As a key member of our IT department, you will play a crucial role in maintaining our IT infrastructure and ensuring our users have the best possible experience.

Key Responsibilities
  • IT Service Desk Operations: Provide day-to-day support to our users, including troubleshooting and problem resolution, and working closely with the IT department to ensure high-quality customer service.
  • Technical Support: Utilize advanced technical skills to analyze and resolve technical issues and tasks, including setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
  • Call Center Support: Provide first, second, and third-level call center support to our users.
  • Application Deployment: Deploy applications using company-approved software distribution mechanisms.
  • Incident and Request Management: Retain ownership of requests and incidents until resolution, communicating status to customers and coordinating resolution with relevant support teams.
  • Account Administration: Provide support for account administration in times of need.
  • Problem-Solving: Actively identify, assess, record, resolve or escalate incidents and service requests, ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer-sensitive manner.
  • End-User Support: Provide incident and request management to end-users on technology issues.
  • Customer Interaction: Answer queries by telephone, service desk tickets, and walk-in customers.
Requirements
  • Experience: Minimum 5 years of experience in an IT Service Desk or IT Support role.
  • Problem-Solving Skills: Strong analytical skills with the ability to troubleshoot complex technical issues effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Leadership: Demonstrated leadership qualities with a proactive approach to problem-solving and team development.
  • Customer Focus: A strong commitment to delivering exceptional customer service and a user-centric approach to IT support.
What We Offer
  • Working Hours: Monday – Friday, 9.00am – 5.30pm.
  • Salary: £30,000 per annum.

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