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Service Desk Team Leader

Permanent @Garniche Jobs UK in IT
  • Dartford, Kent View on Map
  • Post Date : July 12, 2022
  • Apply Before : August 12, 2022
  • Salary: $3,000,035,000.00 - $35,000.00
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Job Detail

  • Job ID 207852

Job Description

My client is seeking a Service Desk Team leader to join my a fast paced and dynamic team. The right person would be overseeing presently a team of 8 which is always growing. The right person would be someone with an analytical mind who can set KPI's and SLA's and provide an empathetic mentoring sounding post to their team.

Excellent verbal and written communication skills
An active / empathic listener
Excellent organisational skills with the ability to multi-task
Ability to manage own time effectively and to be prompt and punctual
Experience of working effectively within a team and collaborating with others to achieve a goal
Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
Drive, self-motivation and ability to work under own initiative
Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
Sound knowledge and experience of supporting range of IT applications, platforms and technologies
Ability to clearly and accurately communicate processes and procedures verbally and in writing
Ability to produce management information reports from ITSM systems
Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
Experience of developing professional and effective working relationships with customers and key stakeholders
Experience of delivering a high level of customer service
The necessary skills and attributes to integrate successfully into a busy team
Management of incoming tickets and ticket queues to ensure efficient despatch to the correct resources
Oversight of individuals and 1st/2nd line call queues to ensure balanced workload
Awareness of all SLA's and escalations to ensure tickets are managed accordingly to prevent any breaches
Analysis of daily reports and ability to highlight and adapt dynamically to problem users, clients, systems and analysts
Manage or have input either in regular client service reviews or in the event of a complaint
Take overall responsibility on a day-to-day basis for the delivery of Support Function including team meetings, on-going motivation, incentives and disciplinary