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Level 2 Service Desk Support

Posted on Dec 2, 2019 by St Vincents Resourcing Ltd

Reading, Berkshire, United Kingdom
Immediate Start
£40k - £50k Annual

Level 2 Service Desk Support - Reading - c£Negotiable plus benefits

Essential Qualifications - Completion of ITILv3 Foundation Certificate in ITSM

The Role

This customer facing role is key to standardising our clients ITSM terminology whilst adhering to the industry standard of ITILv4. The role adheres to ITSM adoption with the customers and internally sustains best practice change to the Service Desk. Key metrics will be in Service Cloud for reporting line into the SDM during performance management.

Internal Role Responsibilities

  • Performance Management as part of Service Desk Team: proactively help to establish the performance of the team
  • Establish yourself as the Service Cloud SME within the business
  • Communicate on Service Value Systems - Partners, People, Process & Product
  • Collaborate with CTO teams to help drive automation & standardisation through the ITIL four-dimension model
  1. Organisations and People
  2. Information and Technology
  3. Partners and Suppliers
  4. Value Streams and Processes

Customer Role Responsibilities

  • Proactively represent Service Desk Team to deliver best practice ITSM to the customers
  • Engage with Customers to deliver real insight & added value through case/ticket management
  • Operate to Customer specific OLA/SLA/KPI's as per contractual expectations to protect the organisations ITSM liability for escalation, incident, problem, change management etc
  • Deliver cases/tickets to CSAT/NPS metrics through Service Cloud


  • Experience working in ITILv3 Service Desk
  • Experienced user of Service Cloud, SFDC
  • Customer facing soft skills for weekly calls
  • SaaS or Technology background preferable
  • Open to extended hours, out of hours support for peak periods
  • Healthcare & Retail customer experience essential

Career Progression Prospects

To commence ITILv4 Managing Professional modules (company will provide training/assistance)

Reference: 803726050

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