Service Desk Team Leader - 1st Line - West Bromwich

Recruiter
Crimson Limited
Location
West Bromwich
Posted
28 Nov 2018
Closes
10 Dec 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Team Leader - 1st Line - West Bromwich Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory Service Desk Team Leader required for a leading organisation based in West Bromwich where you will be responsible for ensuring all requests and incidents received are dealt with in a timely and professional manner. Adhering to Incident, problem, request for service and change management processes. Using the Service Management toolset to achieve Service Level targets. Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory Key responsibilities of the role Ensure all requests to the Service Desk are managed in a consistent and timely manner. Ensure Service Desk functions as a single point of contact for all customers. Adopt ITIL best practices for incident, request, change, problem, configuration and knowledge management. Ensure Major Incident Process is correctly followed, and appropriate communications are issued to the business in a timely manner. Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews. Key skills of the role Demonstrable experience of leading a Service Desk and knowledge of using service desk software and an understanding of service level management/ITIL. Experience and knowledge of Incident, Problem and Change Management. Knowledge of Windows Server administration such as 2003/8, AD/File and Print, SCCM. Basic understanding of Citrix and using Citrix Management tools to aid in troubleshooting. A working knowledge of Network topologies and the hardware setup that supports them. A strong knowledge of Microsoft based systems such as Office365. ITIL Service Management Foundation Certificate or equivalent. Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory The salary my client is offering for this position is between £34,000 and £38,000 per annum depending on experience. Interested?! Send your up to date CV to Claire Ingram at Crimson for review Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers. http://info.crimson.co.uk/referafriend Crimson are acting as an employment agency in regard to this vacancy Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

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