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IT Service Desk Team Leader

CV-Library

Posted on Sep 7, 2021 by CV-Library

Buckinghamshire, United Kingdom
IT
Immediate Start
£35k - £40k Annual
Full-Time

Job Title:       IT Service Desk Team Leader

Location:       Amersham

Salary:           £35,000 - £40,000 per annum & good benefits

Hours:          39.5 hour week

Job Purpose

Working in our busy IT function you will manage and develop the Service Desk team to ensure a timely, high quality delivery of support services to the office, store and warehouse teams. You will be responsible for monitoring SLAs for support services both internally and with external support partners working towards driving continuous service improvement and efficiencies within the IT service environment.

You will be used to providing high quality customer service across a range of technology and services. Your background in technical support will enable you to assist IT staff and end-users to troubleshoot problems and provide satisfactory resolutions to issues raised. You will be an experienced support lead with a sound understanding of a retail IT landscape and retail business processes. You will also have a good working knowledge of ITIL and will be responsible for embedding these principles within the wider service team.

You will need to be available for out of hours escalations and may also be required to travel to relevant sites or third parties to enable efficient provision of service.  You will need to be flexible and able to work within a shift environment during our peak trading period. This role may require travel to as part of EPOS IT deployments and troubleshooting.

Responsibilities

Lead the Service Desk function using the internal service desk tool.
Using the Service Desk tool, you will be responsible for all incident trend analysis leading to problem management and continuous service improvement where applicable.
Act as an escalation point for the resolution of all service desk related issues both with internal stakeholders and third-party service providers.
Represent the Service Desk/support function at meetings.
Produce statistics and management reports as and when required.
Develop and mature the existing telephone/ticket escalation processes.
Work with the Service Assurance Manager to support with 3rd party support partners to ensure that support remains within agreed service levels.
Perform out-of-hours support services for the business according to department working practices.
To line manage the Service Desk team including absence management, appraisals and personal development plans.
Co-manage the implementation of retail systems into new stores, in liaison with the Retail Operations.
Mission & Values

Demonstrates the Company's values in behaviour.

Works toward the Company mission.
Skills & Experience

Previous service desk support experience in a retail business working within the ITIL framework.
A strong understanding of what a service desk management tool can deliver that includes incident management and reporting, asset management and all associated reporting.
Specific computer systems knowledge relating to Microsoft operating systems (Windows desktop/laptop and server systems).
Knowledge and experience of retail/EPOS systems.
Exposure to multi-channel and web-based retail systems.
Microsoft business packages (MS Office - various versions, SQL Server from a support perspective office 365 and AD).  Expected area of expertise to include installation/configuration and use of packages to intermediate level.
Ability to effectively prioritise and execute tasks under pressure.  Able to identify the business impact of support calls and to prioritise and escalate as appropriate.
ITIL certification in HelpDesk management.
Some knowledge of cyber security management and practices.
10. Able to be hands-on and assist the team with larger desk moves/be extra resource if required


Reference: 214598218

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