Help Desk Operations Specialist

1 month ago


London Area, United Kingdom Fitzrovia IT Limited Full time
About the Job: We are seeking a skilled Help Desk Operations Specialist to join our team at Fitzrovia IT Limited. As a key member of our Help Desk operations, you will be responsible for leading the Escalations team of Service Desk engineers and ensuring that they provide a first-class service to clients.

Job Description:
As a Help Desk Operations Specialist, you will be responsible for leading and motivating the day-to-day management of the Escalations Team of engineers. You will also ensure that the team provides a first-class, predominantly SLA-driven service to clients when dealing with and resolving a variety of managed service tickets.

Key Skills and Qualifications:
The successful candidate will need to have experience in managing a support desk team, call prioritisation, call queue management and SLA management. They will also need to have excellent interpersonal skills, calm and effective communication skills and the ability to prioritize their own workload and meet tight deadlines. Additionally, they will need to have good understanding of Microsoft Cloud technologies (Teams & Microsoft 365) and ITIL v4 desirable.

Benefits:
We offer a competitive salary and benefits package, including 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025). Exams towards certifications relevant for your role fully paid for by Fitzrovia IT.

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