This Job Vacancy has Expired!

Service Desk Team Leader

Posted on Jan 20, 2020 by IT Support 365 Ltd

St. Helens, Merseyside, United Kingdom
Immediate Start
£28k - £28k Annual

Service Desk Team Leader

We are a leading IT Consultancy and have multiple household known clients that are based all over the UK, it is our job to support them and we need you now!

We are now opening an office in St. Helens and require a range of different staff, so please see our other job postings.


The post is based in St. Helens, Merseyside.

Job purpose

Working as part of a small team, your work will involve acting as a point of escalation and managing the Service Desk team that provide technical support to all ITSupport365 Ltd clients. Post will involve occasional travel.

Principal duties and responsibilities

Monitoring the Service Desk staff:

o Performance

o SLA closures & Incident Management

o KPI's

o Ensuring the team deliver excellent customer service

o Collaborating team meetings to ensure knowledge is shared

o 1-2-1's

o Setting technical training targets

o Ensuring the team take ownership of their workload

o Allocating outstanding incidents to team members to ensure processes are followed

Ensure our ITSM tools are used to maintain records of incidents/tickets, knowledge and requests.

Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.

Develop and update technical guidance documentations.

Providing an excellent level of customer service at all times.

Adhere to company policies and procedures at all times.

Confidence in dealing with customers when providing both telephone and remote support.

A high degree of customer focus.

The successful candidate will have:

Have a previous Service Desk background, preferably Management/Team leadership

Knowledge & understanding of the ITIL framework

Experience of Problem Management & Incident Management

Experience of working to SLA's

Experience of using and troubleshooting:

o MS Office 365, 2016

o MS Windows 7, 10

o Basic understanding of Active Directory and Networking (LAN)

Keeping up to date with existing and emerging technologies

Job Types: Full-time, Permanent

Salary: Up to £28,000pa + support with training packages including Microsoft Certs

Reference: 830554849

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