Facilities Management Helpdesk

THE COMPANY Montu is a leading cannabis company with operations in Europe facilitating access to cannabis through locally integrated ecosystems that streamline the patient experience from end-to-end and set new standards in Cannabis Care.

Our mission: improve the lives of millions of people through cannabis therapies. Medical cannabis has already been legalised in more than 50 countries across the world over recent years, unlocking a huge potential for medical, wellness, and ultimately recreational markets. As a Service Desk Lead, you will play a vital role in managing and providing technical support and assistance to end-users within the organisation. With your experience and expertise, you will guide the Service Desk team, handle complex technical issues, and ensure the efficient operation of IT systems. This position requires a blend of technical expertise, leadership, problem-solving skills, and customer service orientation. You will work on-site 2-3 days a week, with the remaining days remote.

Technical Support:
Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person.
Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems.
Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution.
Act as the primary point of escalation within the team for advanced support needs.

Incident Management:
Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions.
Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs).
Oversee incident management processes, ensuring prompt and accurate handling of issues.

Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents.
Team Leadership and Training:
Lead and mentor Service Desk team members, providing guidance and support to foster professional development.
Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practices.
Asset and Configuration Management:
Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines.
Perform regular audits and updates to ensure accuracy and compliance with organisational policies and standards.
Proactively identify opportunities to improve service delivery processes, tools, and workflows.
Participate in team meetings, peer reviews, and knowledge-sharing sessions to contribute to the overall effectiveness of the Service Desk.
Work closely with the Service Desk Team Lead and other senior management to implement strategic improvements in service quality.

Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience).
Minimum 4-5 years in a technical support role, preferably in a service desk environment.
Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management)
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Proven leadership skills, with experience in team supervision or mentoring.
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.
Ability to work independently and as part of a team, with a customer-focused attitude and a commitment to high-quality support and service.

30 days holiday plus bank holidays pro rata.
Generous pension scheme with employer contributions up to 5%
Maternity and paternity leave in line with statutory scheme.
Cycle to work scheme

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