IT Service Desk Team Lead

1 week ago


Newcastle Upon Tyne, United Kingdom Gold Group Ltd Full time

IT Service Desk Team Lead

Newcastle

**Brief**

IT Service Desk Team Lead needed for a multinational utility organisation based in Newcastle who are looking to employ an experienced and well-rounded IT Service Desk Team Leader that takes pride in their work with an in-depth knowledge of using MicrosoftWindows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions. If you have experience within a Senior IT desk role - Please get in touch

**What the role entails**:
Some of the main duties of the IT Service Desk Team Lead will include:

- Management of IT Service Desk team, ensuring appropriate staffing levels are always available.
- Manage the service desk discipline, ensuring an effective and coordinated set of processes are developed and maintained.
- Perform monthly 1:1's and hold Team Meetings with staff members
- Lead the Service Desk team ensuring effective use of resources and proactively monitor performance and address any concerns with team members.
- Ensure work rotas are formulated and updated to guarantee appropriate resource levels are available
- Ensure services are available during required hours of operation and if the issue cannot be resolved by the team, they are appropriately directed to relevant resolver group with ownership retained with first line
- Ensure that incidents and requests are properly logged, prioritised, assigned, tracked and responded to in a timely manner meeting agreed SLA's and according to agreed standards and procedures ensuring normal service operations are restored as quickly aspossible
- Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints.

**What experience you need to be the successful**IT Service Desk Team Lead**:

- Qualification in the field of Information Technology and / or equivalent work experience.
- Previous experience of a management role within a Service Desk Environment.
- A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
- Knowledge of basic computer hardware and experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
- Strong ability to quickly understand user requirements and issues.
- Excellent telephone manner and communication skills, and ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.
- Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to work well within a team environment.
- A good understanding of IT Service Desk challenges.
- Proven analytical and problem-solving abilities and working knowledge of a range of diagnostic utilities.
- Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.



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