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Service Desk Team Lead

Michael Page Technology

Posted on Nov 18, 2022 by Michael Page Technology

Liverpool, Merseyside, United Kingdom
IT
Immediate Start
£35k - £36k Annual
Full-Time

The Service Desk Lead will join an established and growing IT team with career progression. They will be responsible for the day to day delivery of the IT Service Desk Team and be part of the continuous improvement of the service desk function.

Client Details

Michael Page are partnering with a large client who are looking to grow their IT team.

Description

Responsibilities:

  • Lead the Service Desk analysts in their daily duties
  • Evaluate and assess Service Desk analyst performance via metrics and reporting
  • Ensure quality and assurance checks against each analyst is undertaken to ensure tickets are being raised containing all necessary information such as good summary and description information, are categorised
  • Review all colleague complaints and escalations to Service Desk, rectify any issues
  • Continually review Service Desk operations, processes and tooling to determine how effective they are, identifying alternative ones to improve the delivery of the services the Service Desk provides.
  • Manage the rota of Service Desk Analysts to ensure resources are available throughout shift cover

Profile

Skills:

  • Good interpersonal skills
  • Have operated in a Service Desk role
  • Be able to work under pressure
  • Must have good leadership skills
  • Must be knowledgeable about Service Desk systems and tools
  • Must have good judgement and approach in handling complaints and escalations
  • Relevant ITIL qualifications (desirable)

Job Offer

Salary: £36,000 + great benefits package

Reference: 1797084302

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