IT Service Support Analyst

Adecco Corporate/Retail
13 Feb 2018
15 Mar 2018
Contract Type
Full Time
IT Service Desk Team Leader - Careers Portal As an IT service desk team leader you will lead a Service Desk team and provide excellent service both in terms of issue resolution, Customer Service and the provision of desktop service delivery. You will also manage the day to day Service Desk Shift, line management and starters & leavers including desktop architecture, hardware & software.

Key Responsibilities:

* Understand the service levels and company priorities for the Service Desk and contribute to improving these.

* Instil in all members of the Service Desk the passion and commitment required to run an effective service.

* Ensure the Service Desk is properly resourced for each shift, especially the shift you are running.

* Ensure the team answer service desk calls providing a prompt and efficient service at all times and resolve service desk calls in priority sequence

* Answer service desk calls yourself providing a prompt and efficient service at all times.

* Resolve service desk calls in priority sequence.

* Focus on continual improvement. Always consider how to avoid a customer needing to phone the service desk. Look for first time, permanent solutions.

* Report daily on service desk statistics and the overall direction.

* Manage the Service desk queue, ensure tickets are logged correctly and actioned

What we are looking for;

* Experience as a service desk technician supporting customers in a fast-moving, technically reliant 16x7 environment
* Experience Leading and developing Teams
* Knowledge of IT Security requirements and related process documents
* Incident Management
* Excellent communication both written and v verbal
* Ability to install, support and administer MS back office products and server desk operating systems
* Ability to liaise and influence all levels of management and work with other departments
* Proven Team Leading Skills
* Ability to implement changes within a change framework

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