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Service Desk Team Leader / 2nd Line Team Leader-

eTech Partners
Closing date
24 Dec 2021

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Technology & New Media
Contract Type
Full Time
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Our client are a leading Media company looking for a Service Desk Team Leader / 2nd Line Team Leader-

This is a hands-on role as well as managing technical engineers. Therefore, a good technical understanding of the following would be highly beneficial:

Skills and Experience needed
  • Windows 10
  • AD,
  • O365
  • Networking basics - troubleshooting & 1st/2nd level BAU
  • Coach and mentor engineers to ensure they are achieving their potential
  • Deliver 121's, team meetings and daily appraisals
  • Ensure processes and SLA's are met and followed
  • Be the single point of contact for customers - driving service excellence
  • Onboard new starters
  • Operate as the incident manager for critical failures/ P1's.
  • As well as this we are looking for someone proactive - always on the lookout for service improvements

You will need:
  • Experience leading in an ITIL service delivery environment, responding to reported incidents/requests and managing user & supplier relationships.
  • Previous extensive experience of leading across teams across multiple locations
  • Experience of using Service-Now is preferred or a similar Service Management tool.
  • Skilled in reporting from multiple tools, such as ServiceNow and Cisco UCCX
  • Must have ITIL Foundation qualification and experience of working in an ITIL
  • environment.
  • Excellent customer service background

My Client is looking to recruit ASAP. If you are interested in the above role, please send your CV in Word format.

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