Service Desk Technical Lead

7 days ago


Manchester, United Kingdom Atlanta Group Full time

We’re looking for a Service Desk Technical Lead to join our team at Atlanta
Leading our team of Service Desk Analysts, it’ll be your role to make sure KPIs are met while maintaining an excellent customer experience.
**Your new role**
You will co-ordinate the Service Desk call and self-service portal queues within defined targets, while also handling the resulting incidents or service requests in line with Service Desk processes. There is still hands-on work for you to be involved with, including providing first and second line technical support.
Using industry best practice, you will drive improvements in the Service Delivery technical offering, including knowledge transfer with technical groups into Service Desk and reviewing existing procedures for development and improvement.
You will also support the Service Desk with incident, request, and problem resolution within KPIS and SLAS, and always with excellent customer satisfaction. A big part of this role will include liaising with other ISS and Service Delivery teams to build and manage relationships with the Service Desk team.
**Your skills and experience**
The skills and experience we are looking for in this role includes:

- Experience in a technical support environment
- Experience in the technical support and management of Windows 10, Office 365, Active Directory, InTune, ServiceNow
- Experience of leading delivery tasks to time.
- Experience of onboarding services and creating knowledge documentation
- Experience of understanding new technologies, developing your own knowledge, and articulating the costs and benefits

You should be organised and administrative, with strong communication and customer service skills. We need someone who is confident in taking calls and asking open questions, and is comfortable in handling escalations as high as the Executive team. Strong leadership skills and experience are a must, as is experience of implementing and documenting processes and procedures.
**About Atlanta Group**
Atlanta is a group of insurance brokers that includes heritage brands Swinton, Carole Nash, Be Wiser and Autonet. With over 100 years of combined experience, the heart of our business is our people. We empower our people to push boundaries and drive innovation within the insurance industry.
When you join us, you join our family that is always innovating and always growing. With a relentless focus on collaboration, quality and curiosity, we help our people flourish. That’s why our people are the reason why we are the success we are today. There’s never been a better time to become part of our story.
**A diverse and inclusive workplace**
Everyone is welcome at Atlanta, where we encourage our colleagues to be their truest selves. We are determined to create an inclusive working environment where everyone has an equal voice and a sense of belonging. We also support the wellbeing of our colleagues through our Employee Assistance Programme and Mental Health First Aiders.
**How we work**
The world has changed how we work - and so have we. That’s why we have moved into flexible working because we understand that all-important balance between work and everything else that happens outside the office. We are flexible to your needs, and we are open to part-time working, as well as working from home so you can do your best work and have fun whilst doing it.
LI-SJ


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