Service Desk Lead

Hays Specialist Recruitment Limited ,
London, Greater London
More Details
Job Type: Full-time
Salary: £34,943 per annum

Overview

IT Service Desk Lead/Permanent/London Are you an enthusiastic Service Desk Lead looking to deliver a high-quality service to a large and complex technical environment? Why choose us? The University of The Arts London (UAL) is the 2nd best University in the world for art and design and comprises of six globally renowned Colleges. UAL not only offers the opportunity to work in a creative and forward-thinking environment, but we are also rethinking the way we deliver IT services to our 20,000 students and 5,000 staff across our 14 campuses in the heart of central London. The IT Service Desk is one of our key teams across IT Services, as the front facing team for IT across the University, it is key that we deliver excellent customer service. As part of a continually developing organisation we are looking for a Service Desk Lead who will take a lead in helping the service desk team deliver a high-quality service to both the staff and students with a high 'first contact resolution' rate. The role Working with the Service Desk Manager your role will be key in providing support and direction to the wider Service Desk team. As part of our continuous improvement across the IT Service department the Service Desk is integral to ensuring our staff and students have a positive experience from the moment their call is answered. You will be working with the wider IT Teams to help champion the brand of the Service Desk team across the University. Working closely with the Service Desk team you will help drive the quality of calls, implementing best practice and processes to ensure consistency in our services. Your role will be key in improving first time fix rates and ensure consistency in the service quality we provide. Your Profile Experience of acting in a 1st line role as well as experience supervising/ mentoring members of a Service Desk Team to help drive quality and service provided Experience of dealing with escalations within a busy Service Desk Environment within a large complex organisation Experience in training and implementing best practice within a large service desk environment Experience of working within an ITIL aligned environment and working within ITIL incident and problem management processes Experience providing support and guidance on Active Directory, MS Office including Outlook mail client. Communication You will be a self-motivated and ambitious individual who is able to be adaptable and flexible Effective oral and written communication skills Able to communicate courteously and effectively with non-IT staff and IT specialists alike to ensure effective customer and service level standards are met. Proactively keeps up to date and is knowledgeable with new systems, applications, devices being brought into operation Shares knowledge and information with team members to support the delivery of a high-quality service Ability to communicate with people at all levels including the ability to communicate complex technical information to customers with varied levels of technical knowledge. As an employer of choice, the University of the Arts London offers an extensive benefits package including: Competitive salary package of £34,943-£42,914 dependent on experience 31 days annual leave (inclusive of days between Christmas and New Year when the UAL is closed) plus public holidays Competitive pension package A healthy work-life balance for all employees Closing date: Tuesday 24th March Interview Date on site at the University of the Arts London: Thursday 2nd April For more information, please visit our dedicated recruitment website Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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