Description
We currently require the services of a Service Desk Team Leader to with a well respected entertainment client based in Manchester on a contract basis
Service Desk Team Leader
Manchester
3 months
Hybrid Working
Job Purpose: To provide an excellent ServiceDesk service to the business; ensure high quality customer care; strong incident and service request management; demonstrable troubleshooting techniques; data-driven service level management..
Key Accountabilities:
- To ensure team perform to agreed SLA and KPIs
- To ensure sufficient detail is gathered in all tickets to help with resolution, escalation and review.
- To ensure the team adopt high quality communication practices in the execution of their roles
- To ensure the team utilise problem analysis techniques to triage, diagnose and rectify technical problems and queries including and not limited to hardware, software and the clients's business applications.
- To ensure the team adhere to the Incident Management Process, Service Request, Major Incident and Change Control procedures.
- To lead by example, setting the standard for the team, acting as technical mentor and advisor where appropriate
- To ensure the team are present and able to cover the Servicedesk rota
- Link from Servicedesk to Infrastructure teams especially when escalation is required
- Escalation point for issues during out of office hours, including proactive comms to senior management and technical suppliers/3rd parties
- Creation and maintenance of knowledge based documentation and training material.
- Developing strong relationships with customers & suppliers to log and escalate calls with third parties where required.
- To ensure SOX controls are complied with 100%
- Participation in other ad hoc projects as agreed.
Skills & Experience:
- An understanding and experience of IT systems
- Experience of supporting EPOS systems in retail environments
- Technical background in management/maintenance of IT systems experience specifically in an Active Directory/Windows 2003 and above, LAN, WAN, SQL
- Ability to troubleshoot issues whilst using the application
- Broad understanding of corporate applications
- Experience in carrying out routine configuration/installation and reconfiguration of hardware and software
- Ideally computer sciences degree, but not essential if relevant prior experience or knowledge
- Experience of, working towards or already gained ITIL Foundation certification
- A strong eye for detail and quickly reacts to identify and resolve problems
- Effective in identifying and resolving problems, seeks relevant data recognises important information and diagnoses possible causes
- Proven planning and organising skills being able to manage, prioritise and coordinate effectively
- Strong sense of ownership and accountability for work, working outside of core office hours as required
- Able to work in a fast paced environment
- Ability to manage, prioritise, coordinate calls effectively
- Excellent interpersonal, communication and influencing skills (written, oral & presentation) using business-friendly and user-friendly language
- Must have a strong work ethic and ability to tackle poor performance
- Supports new processes and directions
- Team player with the ability to operate well and thrive in a team culture
- Enthusiastic and energetic. A self starter able to create and maintain effective level of output & support.
- Experience of working with the following would be desirable but not essential (training can be provided for the right candidate):
M365, Intune and azure environments
Cloud computing and AWS
Cisco Call Manager
Scripting Languages (Powershell)
If the role is something of interest, then please email across your CV
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.