Service Desk

4 days ago


Newcastle upon Tyne, United Kingdom INITIALIZE Full time

**Service Desk Team Lead - Newcastle - global client - £40 - 50k**

**Experience and skills required**:
High level of experience in a team lead role on a service desk, preferably across multiple locations
Knowledge and experience implementing ITIL Service Management Best Practices
Previous experience in a hands on technical support role
Excellent communication, both verbal and written
Excellent customer service skills
Experience working with Hardware, networking, Windows 10, O365, M365 and remote support.
**Role**To ensure the service desk team are focussed on maintaining a high level of customer service and provide guidance on how to improve standards to provide a better customer experience. This role will include holding weekly meetings with direct reports to discuss progress on assigned tasks, shaping personal improvement plans for direct reports, providing ad-hoc mentoring and support policies and procedures.**Key responsibilities will include**:Manage and monitor operational activities covering OLAs, SLTs in line with KPI's.
Maintain high levels of customer service experience whilst liaising with other delivery teams
Effectively manage communications for major and high impact incidents and escalate as required.
Develop the skills and knowledge of the Service Desk Analysts
Lead the MI managements process and ensure early resolution and closure working in coordination with various teams
Manage service desk resource to ensure correct staffing levels per shift to deliver effective support.
Manage reporting and communication requirements from the Service Desk, including quality audits, induction training
Manage disaster recovery operations in various locations
Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business

**Salary**: £40,000.00-£50,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Newcastle upon Tyne: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: One location

Reference ID: JSRFTLSDA



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