Service Desk Technician Team Lead

2 weeks ago

Fareham, United Kingdom Pimento Connection Full time

**Service Desk Technician Team Lead
Hours of support are 0730 - 1800 per week on a split shift, rotated weekly to cover 37 hours.
Example shift pattern will be 0730 - 1500 and 0930 - 1800.**
**Are you looking for a career in IT to lead a small team of Service Desk Agents providing support and escalation of incidents that will provide our customers continued services in a variety of IT Systems?**
As the **Technical Service Desk Support Lead**, leading a team and escalating IT issues to 2nd and 3rd line support experience is essential. You will be the first point of contact for the customer, previous experience working within a defence environmentwould be hugely beneficial.

**About**
This role will provide opportunity to build a team and enhance management skills providing progression opportunities within an established IT business. You will be providing **first line support to customers and partners** operating as a **Service Desk Technician Lead.**This will include first time fixes and solutions to enable fast resolutions to issues raised within the IT environment.
You will be required to record failures to IS Service Delivery, working on Support Works ticketing system to record all aspects and issues and related fixes while ensuring disruption to service is kept to a minimum. Leading and providing guidance to the servicedesk team in all aspects of a service desk technician.
**Experience**

Understanding of IT support and infrastructure, team working and leading. A willingness to learn and progress current knowledge and skills and transferring those skills to your team.
**Tasks to include**:

- Respond to and complete calls within the service level agreements in accordance with defined procedures.
- Assign and escalate Service Desk Support Calls as necessary.
- Produce and maintain records, procedures and other documentation related to the IS Service.
- Adhere to all company policy documents, including Change & Release, Configuration, and Security etc.
- Maintain the security of the network services in accordance with Security Operating Orders and current process documentation.
- Develop, implement and continuously improve the Service Desk Policy and Processes.
- Supply statistical information and management reports as required.
- Act as a point of contact for the team, distributing information as required
If you have the required aptitude and experience, we would love to hear from you.

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