Service Desk Team Leader

1 week ago

Birmingham, United Kingdom Central Functions Full time

**What we’ll give**: We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to: Exclusive travel discounts with TUI, Expedia, Booking.com and many more Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more Up to 44% off cinema tickets to enjoy your favourite blockbuster Regular emails filled with the best discounts and savings available Receive Wow Points every time you spend and use them on a wide range of brands Un-wind with us with free wellness, mindfulness and exercise classes You can share all discounts and offers with your friends and families Contributory pension scheme Grow your career with our Career Pathways and MyLearning programmes **More about the role**: Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries Escalation of issues to an appropriate level, both functional and hierarchical Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans Liaise with 3rd Party vendors and internal teams Documentation of relevant fixes for internal Knowledgebase To provide assistance for moves and changes Data collection for reporting Provide ideas for service improvement that improve efficiency or user experience **Who you are**: Experience managing staff in an IT environment IT Support experience in a commercial environment Support of broadband and mobile broadband Support of MS Office Support of EPOS / retail systems and associated back office software Support of bespoke software solutions ITIL v3 Foundation certification Remote desktop control technologies Ability to determine actions necessary to resolve IT incidents and requests Ability to work as part of a large team Demonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolution Have an organised working practice with a mature and calm approach to all user situations Ability to exercise sound judgement and evaluative thinking, especially under pressure **What you'll be doing**: As part of Compass you'll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK's biggest businesses. We now have an exciting opportunity for a Service Desk Team Leader. You will play a critical role in the management of your team to provide 1st class support to Compass users. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines. You will also act as an escalation point for your team A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.

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