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Service Desk Supervisor
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| Location: | North Yorkshire north yorkshire | yorkshire and the humber |
|---|---|
| Tags: | itil | service management | progress | knowledge management | iseb practitioner | iseb | itil north yorkshire | itil yorkshire and the humber |
| Type: | Contract |
A Service Desk Supervisor is required for my client based in Northallerton.To develop, lead and manage a high performing Service Desk Team with the skills and talents to satisfy the challenges of a service and delivery focused organisation.
Responsibilties to include
Ensuring that all operational services and all services being prepared for operational running are recorded within the Service Catalogue.
Ensuring that all the information within the Service Catalogue is consistent with the information within the Service Portfolio, and in addition is accurate, up to date, adequately protected and backed up.
Conduct analysis of business issues and challenges.
Participate in business process and technology initiatives to improve business performance.
Act as liaison and participate in defining solutions to solve complex, multidisciplinary business problems with longterm applications.
Maintenance of the Service Desk inventory of ISD assets, users and maintenance/ support services.
Co-ordinate and respond to enquiries from users.
Log, classify and allocate calls to internal & external resources.
Progress outstanding tasks and ensure appropriate actions have been taken to pre-defined service criteria to support smooth running of the business.
Ensure regular updates made to clients.
Utilise 3rd Party software to remotely monitor, configure and maintain Force equipment.
Interface with internal and external suppliers to provide feedback of any issues of service, database performance and reporting systems.
Develop and review audit and control processes to facilitate optimal service performance and operational integrity.
Co-ordinate procurement of IT equipment and services within supply agreements and reallocation of hardware to minimise overall spends.
Respond to ad hoc exercises and issues.
Identify recurring issues and apply ITIL standard Service Desk, Incident and Problem Management.
Deal with workload peaks without compromising standards.
Manage, motivate and develop all immediate reporting staff.
Develop and support a knowledge management culture within the Service Desk Team and other parts of ISD.
Pro-actively generate timely and appropriate Management Information to the ISD Management Team.
Experience of working within a complex multi-platform and multi application IT environment.
Educated to degree/ post graduate level in a Computing/ Software/ Technology related subject, or equivalent
Ideally, possess or working towards achieving ITIL Foundation Certificate in Service Management Essentials.
Ideally, possess or working towards achieving Professional Certificate in Management.
Ideally, possess or working towards achieving ISEB Practitioner Certificate in Service Desk and Incident Management.
Responsibilties to include
Ensuring that all operational services and all services being prepared for operational running are recorded within the Service Catalogue.
Ensuring that all the information within the Service Catalogue is consistent with the information within the Service Portfolio, and in addition is accurate, up to date, adequately protected and backed up.
Conduct analysis of business issues and challenges.
Participate in business process and technology initiatives to improve business performance.
Act as liaison and participate in defining solutions to solve complex, multidisciplinary business problems with longterm applications.
Maintenance of the Service Desk inventory of ISD assets, users and maintenance/ support services.
Co-ordinate and respond to enquiries from users.
Log, classify and allocate calls to internal & external resources.
Progress outstanding tasks and ensure appropriate actions have been taken to pre-defined service criteria to support smooth running of the business.
Ensure regular updates made to clients.
Utilise 3rd Party software to remotely monitor, configure and maintain Force equipment.
Interface with internal and external suppliers to provide feedback of any issues of service, database performance and reporting systems.
Develop and review audit and control processes to facilitate optimal service performance and operational integrity.
Co-ordinate procurement of IT equipment and services within supply agreements and reallocation of hardware to minimise overall spends.
Respond to ad hoc exercises and issues.
Identify recurring issues and apply ITIL standard Service Desk, Incident and Problem Management.
Deal with workload peaks without compromising standards.
Manage, motivate and develop all immediate reporting staff.
Develop and support a knowledge management culture within the Service Desk Team and other parts of ISD.
Pro-actively generate timely and appropriate Management Information to the ISD Management Team.
Experience of working within a complex multi-platform and multi application IT environment.
Educated to degree/ post graduate level in a Computing/ Software/ Technology related subject, or equivalent
Ideally, possess or working towards achieving ITIL Foundation Certificate in Service Management Essentials.
Ideally, possess or working towards achieving Professional Certificate in Management.
Ideally, possess or working towards achieving ISEB Practitioner Certificate in Service Desk and Incident Management.
http://www.technojobs.co.uk/job.phtml/249682
