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IT Service Desk Team Leader

Change Recruitment
Closing date
14 Jun 2021

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Technology & New Media
Contract Type
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Job Details

Are you an experienced IT Service Desk Team Leader ?

Do you have excellent customer service skills ?

Would you like to lead a Global team ?

Your responsibilities include:

·Day to day management and development of the Global IT Service Desk team

·Look for ways to improve the overall support services

·To ensure the resolution of all IT incidents and service requests

·Regular analysis and reporting on team performance

·End to end ownership, communication and accurate ticket logging of all incidents and service requests.

·Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients

·Development of team members, including both technical and soft skills through 1 to 1 mentoring and training.

·Successfully follow the agreed ITIL based processes and procedures.

·Support and maintain all desktop/laptop systems and printers.

·Responsible for IT knowledge management to ensure the necessary information up to date and is available to the right people at the right time.

Required skills & experience:

·Previous Team Leader experience

·Excellent Customer Service skills

·Analysis and troubleshooting skills of all IT incidents

·Flexibility: may occasionally be required to work evenings and weekends

·Consistently working to provide a responsive, effective and personable IT support service to exceed customer expectations.

·Ability to identify business impacting incidents and escalate according to the escalation process

·Ability to mentor and coach staff to fulfil their potential

·Ability to work well under pressure

Technical skills:

·Windows 10

·Microsoft Active Directory administration.

·Knowledge of ADSL and WiFi technologies.

·Knowledge of RIM Blackberry devices.

·Production of support documentation.

·Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items.

·Knowledge of remote working solutions such as ADSL, Broadband, 4G and VPN's (virtual private network).

·Knowledge of building PC's and troubleshooting support issues.

·Knowledge of audio visual equipment and solutions

This is a fantastic opportunity to join this leading company who offer a great working environment.

For more information please get in touch asap.

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