Online IT Services Lead (contract), York

Harvey Nash plc
Yorkshire and the Humber
16 May 2018
15 Jun 2018
Contract Type
Full Time

Online IT Services Lead (contract), York - Market Day rates available (competitive)

Key Words: Online IT Service Coordinator, 3rd Line Support, 2nd line Support, Application Support Engineer, Senior Support Engineer, Senior Application Support Analyst, Senior Service Support, Lead Support Analyst.

Harvey Nash is working exclusively with a prestigious national client looking to employ a Contract Online IT Services Lead immediately.

This is an 6 month contract and an opportunity to join a busy helpdesk where every day is different.

Based in York the role will require you to support, maintain and enhance a suite of online IT services at a senior level.

The initial requirement of this role is to assist the team in re-establishing control of tickets. These will need to be categorised and hopefully resolved / fixed accordingly. You will therefore be very willing to roll your sleeves up and get involved in helping the team with this.

You will have some senior knowledge and experience to bring to the table and therefore have ability to create and refine efficient support desk processes. My client loosely follows an ITIL framework.

You will take a lead role in further developing a fit for purpose service management function for our client.

You will report on weekly trends and work with the development team to further understand the root causes of issues.

You will be experienced in implementing a process to categorise tickets and suggest best practice. You will therefore have evidential experience and IT knowledge to understand the depth of problems and deal with in an appropriate manner.

Some development knowledge / understanding in opensource technologies / web related languages would be useful but not essential e.g. PHP, JSON, XML, HTML, CSS etc.

In this role customer satisfaction and service quality is of upmost importance. You will be working with a variety of different user groups and it is imperative every customer has a positive experience. You will therefore have outstanding communication skills (written and verbal).

You will have a fantastic ability to manage expectations and prioritise. You will therefore be very well organised and able to hit the ground running with all aspects of this role.

Excellent competitive market day rates available. Please contact should you have any questions regarding this opportunity.

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