Service Desk Lead

6 days ago

Leeds, United Kingdom UST Global Full time

1 Opening
- LEEDS

**Role description**:
**Service Desk Lead**

**Leeds -**Onsite**

**Permanent**

We are seeking a proactive Service Desk Lead to join our IT Services team. You will be the first point of contact for our internal customers, ensuring an exceptional support experience by resolving technical issues efficiently and professionally. You’ll also work closely with Operational Support and Engineering teams to ensure smooth and effective service delivery.

**The Role**:

- Serve as the primary contact for internal users, listening to their needs and providing outstanding support.
- Accurately capture and manage customer issues in ServiceNow.
- Collaborate with team members and share insights during shift changes.
- Partner with Operational Support and Engineering teams for complex or high-risk incidents.
- Take full ownership of incidents, ensuring frequent communication, expectation management, and timely resolution.
- Prioritize and manage IT issues in line with agreed service levels.
- Proactively suggest improvements to enhance first-time fix rates, customer satisfaction, and risk mitigation.
- Stay up to date with evolving security requirements and industry best practices.
- Maintain and uphold service standards, processes, and company policies.

**What you will bring**:

- Experience delivering excellent customer service in any industry.
- Proven ability to handle support calls and resolve issues within agreed timeframes.
- Strong knowledge of Microsoft-based operating systems, especially Windows 10.
- Experience handling Active Directory (AD) account lockouts, password resets, and basic software installation requests.
- Experience using ServiceNow or similar ITSM tools for incident logging and management.
- Understanding or certification in the ITIL Framework.
- Passion for continuous improvement in service delivery.

**Nice to have Skills**:

- Previous experience working as a Service Desk Analyst or similar technical support role.
- Strong incident management skills and understanding of customer needs.
- Microsoft Certified Professional (MCP) certification or equivalent.
- Degree-level qualification in Computing, Information Technology, or a related field.

**Hurry and apply**

**#UST**

**Skills**:
It Service Desk,Incident Management,Servicenow

**About UST**:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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