Service Desk Team Lead - Tyrone

Ref: 101 Date Posted: Friday 29 Oct 2021
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Service Desk Team Lead                               Co. Tyrone          £40-45k

This role is responsible for ensuring all requests and incidents received are dealt with in a timely and professional manner, adhering to Incident, problem, request for service and change management processes.

You will need to be ITIL accredited with proven experience developing and managing a service desk team, responsible for coaching and mentoring, setting KPIs as well as producing training plans. You will be actively involved in change, incident and problem management ensuring your team is an integral link between the ICT Service and the users.

Key Responsibilities:

  • Adopt ITIL best practices for incident, request, change, problem, configuration and knowledge management
  • Provide leadership, support and guidance for all Service Desk analysts
  • Ensure all requests to the Service Desk are managed in a consistent and timely manner
  • Ensure Major Incident Process is correctly followed and appropriate communications are issued to the business in a timely manner
  • Proactively initiate, investigate and implement Service improvements
  • Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews
  • Receive, take ownership, escalate and monitor Incidents, problems and service requests throughout their lifecycle using the IT service management tools

Experience, Skills & Qualifications:

  • ITIL Certified
  • Demonstrable experience of leading a Service Desk
  • Experience and knowledge of Incident, Problem and Change Management.
  • Excellent knowledge of Windows Infrastructure, Networking and Server technologies
  • Ability to meet service level targets
  • Experience obtaining and retaining ISO accreditations
  • Excellent communication skills
  • Problem solving skills and ability to work under pressure and maintain customer service ethic
  • Customer focused, always assessing the impact and benefits for customers as the first priority

Our client is actively interviewing for this position so please send across your CV ASAP! For more information call Steve on 0283 089 8345.

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