IT Service Desk Team Leader

North Roskear Village, UK
13 Sep 2019
21 Sep 2019
Contract Type
Full Time
About The Role

Do you have experience as an IT Service Desk / Helpdesk Engineer? Are you looking for a new opportunity within a growing and dynamic organisation? If so, please read on.

We are looking for a forward thinking Team Leader to join our Service Delivery team based in Tolvaddon, Cornwall. You will be responsible for providing an effective service to the business which will include:

- Management of escalated tickets, ensuring timely response and resolve

- Develop, mentor and provide support to your team, identifying strengths and weaknesses and development opportunities

- Provide cover for the IT Administrator and other Team Leader in their absence.

- Ongoing development of administration of incident and problems within Freshservice

- Coordinate new starter process from technical side

- Assist Infrastructure team in their support tasks.

- Daily checks of quality of SD tickets and that SLA's are being met.

- Identify problems arising on the service desk and deal with in an appropriate and timely manner.

- Promote the service desk throughout the business.

- Monitor overdue calls, identify and escalate as necessary. Provide weekly reports.

- Provide fortnightly and monthly reports to Head of IT Service Delivery outlining workloads, areas of concern and outstanding issues on the Service Desk

This role is being offered on a full time, permanent basis and you will be based in our Tolvaddon, Cornwall office.

For further information about this opportunity, please click here to view our candidate information pack.

About The Candidate

To be considered for the role of IT Service Desk Team Leader, you will have:

- High levels of communication both written and verbal

- Relevant qualifications - ITIL certified to foundation level and hold or be working towards a MCP (D)

- Hold or working towards the SDI team leader certification (D)

- Full UK driving licence (or eligible to drive in the UK)

- Previous experience working on an IT Service Desk

- Experience working within a corporate environment

- Experience working within a diverse IT environment

You will be required to work a shift pattern, Monday to Friday, 7am to 5.15pm to ensure the service desk is covered during opening hours. Interviews for this role will be held on 30 September 2019.

In return, we provide a generous entitlement to paid holiday increasing with length of service, a pension schemes, a healthcare cash back plan, and great opportunities and support to develop your career.

About The Company

At LiveWest, we believe in a home for everyone. We own and manage 36,000 homes across the South West, from Cornwall to Gloucestershire.

We take the time to listen to, understand and learn from our customers. We focus on thriving as a business and employer, so we can deliver more homes and even better services.

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