IT Service Desk Team Lead - Harwell, United Kingdom - Medical Research Council
Description
Open Date
- 08/05/2024, 09:00
Close Date
- 09/06/2024, 23:55
- Research Institute
- MRC Mary Lyon Centre
- Research Institute
- The Mary Lyon Centre at MRC Harwell (MLC) is located in an expanding science and innovation campus in Oxfordshire and is an internationally renowned centre at the forefront of genetics research. As the hub of the new National Mouse Genetics Network, the specialist facilities and capabilities of the MLC support a number of research groups across the UK to accelerate our understanding of human diseases, such as cancer, developmental disorders and neurodegeneration.
- Band
- MRC 4
- Location
- Harwell Campus, Oxfordshire
- Salary £34,905 £38,055 per annum (depending on skills and experience)
- Contract Type
- Fixed Term
- Job Type
- Technical & Scientific Professionals
- Full Time / Part Time
- Full Time
- Contract Length
- Twenty four (24) months
- Job Description
Overall Purpose:Would you like to build your IT career at one of the world's most renowned Medical Research Centres?
In this post, you will be managing and leading a small in-house service desk team, whilst working closely with the systems engineering team, fostering a positive and collaborative working environment.
You will be mentoring team members and organising the day-to-day running of the service desk, ensuring that incidents and service requests are fulfilled optimally, whilst also providing direct hands-on assistance with ticket resolutions.
This post is vital to the organisation, ensuring that our scientific, technical and administrative colleagues can focus their time on their research.
We are looking for a team player with a proactive attitude, who is willing to broaden their experience across a wide range of skills and domains, in a collaborative and friendly environment.
Main Duties/Key Responsibilities
- Management of a small local team of service desk analysts
- Ensure adherence to local service desk processes, procedures and policies
- Identify areas for continual improvement in processes, resource allocation and services offered
- Investigation of proactive strategies to improve efficiency and quality of service
- Training and mentoring of service desk team members
- Be a point of escalation to the systems engineering team and management
- Undertake projectbased work in line with the service desk team objectives
- Completion of weekly operational updates to the Head of IT
- Maintain staffing schedules to ensure adequate coverage during operational hours
- Identify and develop training programs to enhance technical skills, product knowledge and customer service skills within the service desk team
- Resolution of tickets; analysing and resolving service requests and incidents
Working relationships:
- Provide support to scientific, technical and administrative users across the site
- Work closely with the systems engineering team
- Collaborate with other informatics staff across the department
- Report to the Head of IT
The Technology
If these are technologies you would like to work with and get greater exposure to, then this post could be your opportunity to progress your career
- Person Specification
Education/Qualifications/Training Required:
Essential:
- Degree/HND or equivalent in Computer Science with relevant IT Service Desk work experience
- SCCM or software deployment and configuration tools
Desirable_:
_
- Endpoint manager
- Proven service desk management experience
Previous Work Experience Required:
Essential
- Experience of providing ICT support in a relevant environment with similar products and technologies
- Experience of successful management and development of teams within a customer services business
- Laptop, desktop, tablets, phones, and hardware peripherals (configuration, support and deployment)
- Application management and distribution
Knowledge and experience:
Essential:
- Strong knowledge and experience supporting Windows OS
- Experienced and confident leader who will elevate the team
- Experienced with service desk policies and processes
- Understanding of MS Office 365 support and administration
- Windows server knowledge
- Active directory knowledge
- Experience of setting up new workstations, laptops, tablets, or phones
Desirable:
- Experience supporting Apple Mac OSX
Personal skills/Behaviours/Qualities:
***
Essential:
- Excellent interpersonal and customer service skills
- Ability to assess, evaluate and prioritise
- Ability to make and communicate confident decisions, delegating work efficiently
- Excellent time management and organisational skills
- Ability to create concise and practical documentation
- Ability to communicate professionally
- Enthusiasm and capability to learn
- A proactive, selfmotivat
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