Service Desk Team Leader

£40000 - £42000 per annum
15 Aug 2019
12 Sep 2019
Recruitment Genius Ltd
Contract Type
Full Time
Location: Farringdon, Central London

Job type: Permanent

Start date: ASAP


- Great company culture
- Private healthcare
- Birthday as an additional day off work
- Regular team socials
- Great Central London Location in Farringdon/Chancery Lane


This is an opportunity to join an established and successful IT services company based in central London. They help SME clients in Law, Finance and media, and help build their IT strategy to utilise new IT developments, including the latest Azure technologies, Security, Microsoft 365 and Automation.


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 a 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.
- 3+ 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.
- 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.
- Relevant IT qualifications and certifications are preferred, but experience counts.
- Self-motivated with a proactive can do attitude.
- Organisational skills - an ability to plan and prioritise workload and adapt to changing circumstances.
- Strong knowledge of ITIL processes and Prince Project Management

If you have the attitude to enable change and drive service quality they want to hear from you.

To apply for this role please click 'apply now' and complete the application form as soon as possible.

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