IT Service Desk Team Lead

This job has now expired please search on the home page to find live IT Jobs.

IT Service Desk Team Lead

London

£35,000 - £40,000

A leading financial organisation based in London is currently recruiting for an IT Service Desk Team Lead who will responsible for supervising the IT service desk team of two analysts. This will involve being accountable for prioritising escalations and evaluate performance. Alongside this IT Service Desk Team Lead will provide leadership and ensure customer service is both timely and accurate.

The ideal applicant for the IT Service Desk Team Lead will have supervisory experience and proven ability within customer service skills. We require the applicant to have excellent organisation and delegation skills with the ability to work individually and as part of a team. You will have an in-depth understanding of operating a helpdesk/service desk in association with 1st / 2nd line support.

Strong ICT skills across a range of hardware, operating systems, applications and networking including Windows 7/10, MS Office 2010/2016 and Active Directory.

Responsibilities

*To supervise service desk activities, monitoring and prioritising incidents and service requests, ensuring that they are dealt with in a timely way and in accordance with SLAs/service targets. To monitor the quality of information logged in calls and the questioning undertaken to gather the information.

*To plan and organise the work rota.

*To work with other senior managers to collect, record, analyse and present service metrics, contributing to reports and dashboards as appropriate.

*Participate in maintaining the ICT Knowledge-base by keeping content up to date and ensuring that documentation of the supported systems and software is available and in appropriate form.

*Ensuring that initial incident management is undertaken to restore normal service operation as quickly as possible and to minimise the adverse impact on business operations.

*Supervising the recording and assigning of support requests. Ensuring service request are prioritised appropriately and initial support is provided.

*Providing guidance to users in the use of hardware, software and ICT services.

*Working with the Support Analysts to provide technical support to users at their workplace

*To perform any other duties relevant to the role as required

Please Apply TODAY!!!

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement