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Arnold Ash Group
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London, Greater London
Service Desk Team Leader
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Job Type: Full-time |
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Salary: £36,000 per annum |
Overview
Service Desk Team Lead - Central London - £36K plus benefits Arnold Ash are partnered with a market-leading Professional Services business in their search for a Service Desk Team Leader to ensure their IT Service Desk team provide an outstanding service to all members of the firm. The role encompasses both 1st & 2nd line activities, in an environment where personal development of technical understanding is encouraged. Given the nature of the business, strong people skills and a very process driven working style are absolutely essential. This is a fantastic opportunity to work and learn in an impressive and dynamic environment with exposure to all areas of Service Delivery. Skills required for this Service Desk Team Leader opportunity are: Further professional qualifications desirable Familiarity with risk management, audit and IT governance desirable Strong 1st & 2nd Line support experience Experience leading a small-team in a fast-paced environment The main duties and responsibilities for this Service Desk Team Leader opportunity are: Being an example and inspiring others in the team to harmonious success to meet agreed service levels, including recruitment, appraisal and personal development for team members Ensures that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved. Responsible for resolution of incidents where possible, aiming to achieve a high first-time fix rate. Coordinates the escalation to Systems Team or third parties as necessary. Incident resolution may involve desk-side support. Deputises for IT Service Delivery Manager on Major Incidents Monitors the quality of support documentation Works with project managers ensuring smooth transition from projects to business as usual Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Promotes and ensures use of appropriate techniques, methodologies and tools. Any other ad hoc projects as required. Service Desk Team Lead - Central London - £36K plus benefits