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IT Service Desk Team Leader

CV-Library

Posted on Oct 19, 2021 by CV-Library

London, United Kingdom
IT
Immediate Start
£32.5k - £37.9k Annual
Full-Time
Job Title: IT Service Desk Team Leader

Location: London

Salary: £32,502 to £37,887 per annum

Contract Type: Permanent

Description:

The IT Service Desk Team Leader position acts as a lead for the Service Desk Team. Actively supervising and participating in the provision of a high-quality service to all University IT users.

The IT Service Desk Team Leader role will ensure that initial incident management is undertaken to restore normal service operation as quickly as possible and minimise the adverse impact on business operations by supervising the recording, reporting and assigning of support requests for Incidents and Service Requests.

What will you be doing?

* To manage, lead, motivate and develop the IT Service Desk staff in accordance with university’s policies and procedures.

* To monitor and prioritise incidents and service requests received by the IT Service Desk so that an efficient service is delivered, ensuring that they are dealt with in a timely way and in accordance with SLA’s/service targets.

* To provide a customer centric helpful, responsive and courteous service to all staff and stakeholders and to work in co-operation with all sections of IT in delivering excellent customer service.

* To work with IT Service Support Manager to collect, record, analysis, and present service metrics, contributing to reports and dashboards as appropriate.

* Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.

Key Responsibilities/About you:

We are looking for someone who:

* In-depth experience of working in a IT Service Desk environment with over 1000+ customers, using IT Service Management tools provide first line support, preferably in a Higher Education environment.

* Strong ICT skills across a range of hardware, operating systems and applications including Windows 10 and MS Office 2016, Office 365, QL, iTrent, ISIM, and Agresso.

* Excellent knowledge management experience with experience to upskill teams members and creation of end user documentation.

* Experience of using inventory, software and asset management tools such as Snow, Ivanti LANDesk, Manage engine Sassafras etc.

* SDI Service Desk Institute certification preferred.

* ITIL Foundation essential

Reference: 214946258

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