IT Service Desk Team Lead - Harwell, United Kingdom - MRC Harwell

MRC Harwell

Verified Company

Harwell, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

You will have access to world-class learning and a career pathway through an organisation of 8,000 employees.

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

- plus, any combination of the following skills_

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

- plus, any combination of the following _

Ability to communicate professionally
Enthusiasm and capability to learn
A proactive, selfmotivating attitude to project delivery
Can work both collaboratively and without supervision
Further Information
Equality & Diversity:

The MRC values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all.

Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities.

The MRC is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence in scientific research through good equality and diversity leadership and management.

Corporate/Local Responsibilities & Requirements:

The post-holder must at all times carry out their responsibilities with due regard to the MRC's: