Senior Service Desk / 1st Line Team Leader

Reed Technology
£24000 - £27000 per annum
04 Oct 2017
02 Nov 2017
Contract Type
Full Time
Senior Service Desk / 1st Line Team Leader required for an established company with offices in Twickenham. You will have experience in team leading OR have the desire to work in a more senior capacity (No team leader skills are necessary)

You will lead a small team whose goal is to provide 1st line support to over 1000 internal users.

Key? ?Responsibilities? ?&? ?Accountabilities

  • Managing? ?the? ?day? ?to? ?day running of the 1st line team
  • Supervising? ?the? ??team? across?? ?two? ?main ??locations (Both in Twickenham)
  • Weekly? ?teams? ?meetings? to?? ?review ? incidents? ? ?and ? ?act ? as? ? escalation? ? point?
  • Developing? ?and ? improving? ? career? ? ?development,? ?goal? ?setting? ?and? ?guidance? supported?? ?by appraisal? ?and? ?regular? ?performance? ?reviews
  • Incident? ?and? ?request? ?resolution? ?to? ?agreed? ?service? levels?? at?? six? ? UK? ? sites? ? and? for? ?colleagues ? working? ? remotely?
  • Providing? ?a? ?service? ?that? ?supports? ?and? ?is ??in line with business? ? needs?
  • Effectively? ?prioritising ? work? ? in? ? a? ? busy? ? environment?
  • Following ? Operations? ? ITIL? ? based? ? processes? ? including? ? ?Incident, ? Problem? ? ?and ? ?Change
  • Escalation? ?to? ?colleagues? ?in? ?Technology? ?for? 2?nd? ?&? 3?rd ? line? ? ?support
  • Escalation? ?to? ?service? ?partners? ?--? ?3rd? ?party? suppliers? ??--? ?to? ensure? ? speedy? ? incident? ? resolution?
  • Add? ?and? ?update? ?technical? ?support? ?documents

Skills required:

  • Technical ? background? ? with? ? good knowledge? ? of? ? technology? ? including both PC support and Macs (50-50)
  • A genuine desire to manage a small IT team
  • ITIL knowledge is desirable but not essential
  • Experience? ?working? ?in? ?a? ?support? ?environment.
  • Able? ?to? ?judge? ?when? ?things ?need? ? to? ? be? ? escalated?
  • A? ?self-starter? ?with? ?the? ?ability? ?to? self-manage?? workload,? ? targets? ? and? ? priorities?
  • A? ?high? ?degree? ?of? ?personal? ?initiative? ?with? the? ??drive,? ?resilience? ?and? ?ability? to?? ?meet challenging? ?goals
  • Able to multi-task across several concurrent projects and activities

If this role would be of interest to you, please apply with your most up-to-date CV and I will give you a call to discuss the role in more detail.

Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided.
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