Service Desk Team Leader

2 days left

£25000 - £35000 per annum
19 Jun 2018
17 Jul 2018
Recruitment Genius Ltd
Contract Type
Full Time
Location: Central London
Salary: Up to £35,000 per annum, dependent upon experience
Job type: Permanent, although applications for temporary roles will be considered
Start date: ASAP
20 days' holiday, + public holidays, + your birthday

- Great culture and team environment
- Company mobile
- Private health care

This is an established and successful IT services company based in central London. Their job is to make their SME clients' IT work seamlessly, as well as being their trusted advisor when it comes to new IT developments, including the latest email, collaboration and cloud technologies.

As service desk team leader, you will support the day-to-day operations of the service team, as well as driving the quality and efficiency of client service. You will have excellent communication skills, a customer centric approach and enjoy working in a team environment. This role will include a range of client and internal team liaison, as well as operations and administration duties.

- Managing the flow of day-to-day SD operations
- Logging incidents and faults, categorising and prioritising them in line with team procedures (Quality control)
- Day to day management of incidents to ensure KPI's set (by SDM) are met on daily basis
- Administering SD to follow agreed processes and act as first point of escalation
- Targeting zero customer chase ups on issues and achievement of SLAs.
- Owning regular quality control on incidents raised (ticket checks)
- Providing regular feedback to SDM on any SD issues.
- Coaching, mentoring and supporting team members.
- Dealing with incoming faults in a professional, courteous manner over the phone and via email
- Provide analysis and feedback making suggestions of how to improve efficiency and service

- Degree educated
- 2+ years' experience working in a service team
- Ability to work as part of a busy team, and maintain good working relationships to achieve overall functional and company goals
- A confident communicator at all levels, presenting a professional image at all times, both internally and externally.
- Ability to quickly identify problems and engage processes to minimise impact.
- An understanding of the following: Hardware and peripherals including PCs, laptops and printers, MS office, Microsoft Server, Networking including LAN, WAN, firewalls and routers, Applications/software, Citrix.
- Self-motivated with a proactive can do attitude
- Strong organisational skills - an ability to plan and prioritise workload and adapt to changing circumstances.
- Strong knowledge of ITIL processes

- Demonstrable experience of leading a team in pressured environment.
- IT qualifications and certifications

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