Description
Lynx Recruitment are searching for a Service Desk Manager for our brilliant client due to growth, who specialise in providing managed hosting services to the SME. They have enjoyed steady growth into varied sectors including financial, automotive, engineering and recruitment, to name but a few.
You will manage the Service Desk for dealing with external customer enquiries and incidents for a UK provider of managed hosted IT services to all business sectors. To manage the performance of services & support to clients and ensure that service levels are achieved.
Overview
- Day-to-day Management of First line technical service desk to respond to customer incidents and queries via email and phone
- Monitor through internal monitoring systems including Paessler PRTG, Veeam.
- Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support personnel.
- Ticket management of Incidents, Problems Change and New Requests
- Maintenance schedules through the maintenance calendar and tasks
- Direct line management of a team of up to 4 (yet staff number increasing) including permanent staff.
- The service desk is staffed with three 1st/2nd line engineers and 1. 3rd line engineer.
Computer/IT Skills
- Experience/understanding of ITIL methodology
- Degree in Computing and or IT discipline
- Understanding of IP Networks traffic, Firewalls, routing, Windows Servers etc.
- Good knowledge of Word, Excel, Outlook and other office applications
- Working knowledge of Visio for technical diagrams
Please Note: This is an Office based role and we look forward to receiving your CV.