Service Desk Lead - Gloucestershire, United Kingdom - Datasource

Datasource

Verified Company

Gloucestershire, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Introduction:

This role requires onsite attendance full time as a 2-shift pattern (7am - 7pm) on a weekly rotation.

My client is a growing technology consultancy who work closely with UK government customers to deliver exciting research in the communications security sector.

They are looking for a Service Desk Team Lead to act as the first point of contact for their managed service customers, providing friendly and professional support services.

Key responsibilities:

Lead the Service Desk Team and ensure the team always adhere to all company policies and procedures.
Monitor & triage all incoming customer requests or incidents across their lifecycle.
Provide updates at all stages of the life cycle of the ticket.
Ensure that the customers' demands are balanced & aligned to resources that are allocated.
Ensure that all relevant information is captured and triaged correctly in a clear and concise manner.
Seek new and improved working methods that can further streamline the department.

Skills & experience:

35 years' Service Desk Experience within an ITIL aligned environment.
Previous experience of leading / coaching junior members.
ITIL certified (Foundation).
Proficient in use of ITSM toolsets, such as Jira & Freshdesk.

Additional benefits:

Life Insurance
Bupa health insurance
Company pension matched up to 10%

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