IT Service Desk Team Leader

Independent Clinical Services ,
London, Greater London
More Details
Job Type: Full-time
Salary: £28,000 per annum

Overview

ICS Group is a unique healthcare solutions platform with an integrated specialised staffing and healthcare services offering combining deep clinical expertise, digital capabilities, technology and analytics. ICS Group plays a vital role in addressing the structural imbalance that exists betweenworkforce supply and demand. As a result, the group enables public and private healthcareproviders to serve their patients efficiently and safely and enables our life sciences partners to grow. We currently have an exciting opportunity available for a candidate with a strong technical computer background coupled with outstanding people management skills. Managing a team of IT Service Desk Engineers within the division you will provide a quality customer focused IT Service Desk with the ability to take responsibility for faults, work requests and proactively seek resolutions for customers; keep customers informed of progress; deal with problems and complaints in a professional, calm manner. Key Tasks: Management of our IT Service Desk team. Manage personal and team workload while maintaining SLA’s across the team. Act as an escalation point for team members on technical and other matters. Use technical expertise to resolve escalated tickets. Look to develop and propose business improvement, including system enhancements with team involvement where appropriate, encouraging continuous improvement. Take responsibility for faults and work requests. Proactively seek resolutions for customers; keep customers informed of progress; deal with problems and complaints in a professional, calm manner. Provide technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops. Be well spoken, articulate and positive. Excellent communication skills both written and verbal. Professional manner, able to construct business emails and establish rapport. Support the company front and back office applications Maintain a personal development programme as agreed with line manager. Any other reasonably IT related duties required. Ensure the company IT audit system is kept updated when hardware and software changes are made. Hold 1on1’s and team meetings when needed to discuss on-going issues and possible improvements. Complete team appraisals. Provide direction, instructions and guidance when needed Support and work towards ITIL standards. Experience of working with the below is desirable ITIL ServiceNow Microsoft operating systems Microsoft Office applications Active Directory Avaya Network Topology What we can offer you In exchange for your hard work we can offer you excellent benefits which include 25 days annual leave bank holidays which increase with years of service, company pension scheme where we match your contribution up to 5% plus many more excellent benefits. Our commitment to employee development through training, personal development plans, professional qualification support and career progression, has resulted in excellent retention levels. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply. The ICS Group is an equal opportunities employer

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