Service Desk Team Lead

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Service Desk Team LeadOur innovative, market leading client is looking for a Service Desk Team Lead to join their team based near Gerrards Cross on a permanent basis. This is an exciting role, as our client offer true working flexibility, all within a tight-knit, friendly working environment.Our client also recorded ground breaking profits last year, who also have big plans over the next 5 years. The Service Desk Team Lead will be rewarded with a  highly competitive salary, as well as a brilliant benefits package.The Service Desk Team Lead will be hands-on, provide support, completing major-incident reports and reviews, updating knowledgebase and pro-actively monitoring and identifying trends to improve service and reduce recurring incidents. Service Desk Team Lead - Key Skills:

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1-2 years' experience in similar role or 3+ years on Service Desk'€¢

Demonstrable understanding of ITIL'€¢

Strong understanding of incident and problem management'€¢

Experience of project management methodologies'€¢

Ability to define requirements and processes'€¢

Ability to work in a structured manner'€¢

Excellent communicator both verbal and written'€¢

Ability to carry out instructions furnished in written or oral form, and to work with minimum supervision

Service Desk Team Lead - Responsibilities:Manage Service Desk performance:

'€¢Own incident and problem management processes'€¢Develop, maintain and report on KPIs'€¢Report on performance to SLAs'€¢Own major-incident process, conduct major-incident reviews and manage follow-up actions'€¢Deliver support to internal RWS user community'€¢Maintain up-to-date knowledgebase'€¢Trend identification and analysis

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Continue to develop Service Desk processes

Manage Service Desk personnel:

'€¢Conduct regular 1-1s and performance reviews'€¢Ensure cover during core business hours'€¢Create development framework to provide platform for career enhancement

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Input to IT Risk Register'€¢

Work closely with other teams in IT to ensure seamless delivery to user community'€¢

Manage small projects'€¢

Maintain CMDB'€¢

Ensure configuration and deployment of desktop hardware and software is uniform'€¢

Manage 3rd party contracts for services supporting the Service Desk offering'€¢

Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the IT Department or other company goals and objectives

Service Desk Team Lead - Benefits:

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Highly competitive salary'€¢

Annual Leave'€¢

Pension Scheme'€¢

Life Assurance'€¢

Private Medical Insurance'€¢

Childcare Vouchers'€¢

Discounted Gym membership'€¢

Cycle2Work scheme

Service Desk Team LeadDue to the volume of applications received for positions it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation