Service Desk Team Leader

2 days left

Location
London
Salary
£25000 - £35000 per annum
Posted
19 Jun 2018
Closes
17 Jul 2018
Ref
00084310
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
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

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

ABOUT THE COMPANY:
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.

ABOUT YOU:
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.

KEY RESPONSIBILITIES
- 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

ESSENTIAL SKILLS:
- 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

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

Apply for Service Desk Team Leader

Already uploaded your CV? Sign in to apply instantly

Apply

Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB


4000 characters left

Marketing Communication

We'd love to send you information about Jobs and Services from Independent Jobs by email.

All emails will contain a link in the footer to enable you to unsubscribe at any time.


When you apply for a job we will send your application to the named recruiter, who may contact you. By applying for a job listed on Independent Jobs you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.

Similar jobs

Similar jobs