Service Desk Team Leader - Birmingham, United Kingdom - Tate Recruitment Nottingham

Tate Recruitment Nottingham

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Team Leader

Permanent

Competitive salary

Birmingham - B45

We are excited to be recruiting on behalf of our client who is looking for an experienced Service Desk Team Leader to join the team based in Birmingham.

As a Service Desk Team Leader you will play a critical role in the management of your team to provide 1st class support to customers.

This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines. You will also act as an escalation point for your team

A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.

Accountabilities include;

Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries
Escalation of issues to an appropriate level, both functional and hierarchical
Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans
Liaise with 3rdParty vendors and internal teams
Documentation of relevant fixes for internal Knowledgebase
To provide assistance for moves and changes
Data collection for reporting
Provide ideas for service improvement that improve efficiency or user experience

Experience;