Service Desk Team Leader - Bournemouth, United Kingdom - QuoStar Solutions Limited
Description
Job Title:
ServiceDesk Team Leadernormal'
WorkingHours: 40 hours per weeknormal
ContractType:
permanent normal'
Salary:
£35,000 - £45,000 (DOE) + Excellent Benefitsnormal'
Location:
Bournemouth normal'
Job OverviewTo ensure that Service Desk incidents and problems are managed efficiently with client satisfaction and maintaining QuoStars world-class standards at the forefront. Manage both the internal and client facing service to ensure they are working efficiently and effectively. To resolve any service ticket '
Key Responsibilities
= Dayto day running of the Service Desk
= Identify,define, manage, monitor and report on the services and service levels requiredto support and deliver the Service Desk function
= Ensurerelevant Service Level Agreements (SLAs) are in place, managed, monitored,reported on and communicated to clients
= Coordinatethe identification and resolution of service incidents and problems and, whererequired, escalate to and co-ordinate resolution with third party suppliers
= Identifyand manage service improvement opportunities
= Ensurecontinuous service improvement is embedded in the culture and working practicesof the Service Desk
= Identifyand manage the Service Desk processes, including request management, incidentmanagement and problem management
= Responsiblefor the operational service relationship with all clients
= Ensureall service management processes are documented, maintained and adhered to
= Formpart of the 3rd line engineer team to resolve escalated incidents
= Onoccasion work with the Professional Services team to delivery projects
= Onoccasion work outside of normal office hours to ensure service delivery andsupport on-call engineers
= Maintainthe Problem Log and help to expedite the resolution of problems identified
= Contributeto the change management process; in particular represent the interests of theclient when assessing risk and impact. Monitor changes completed and updatedocumentation as required
= Ensuremajor incident response procedures have been identified, documented andmaintained and that Service Desk staff have been trained on these procedures.
= Identifyand monitor risks, governance and compliance requirements related to theService Desk environment
= Helpto specify and implement appropriate mitigation and/or control measures.
= Ensurecompliance with all relevant legislation and regulation with special emphasison IT Service Management (ISO and Information Security (ISO 27001)
= Day to day management of the Service Desk team, from121s, setting objectives, performance management, annual reviews, staffengagement and motivation
= Managethe Service Desk staffing levels and task allocation to ensure adequate coverfor operating workloads
= Strivefor continuous improvement in everything you do
- To become invloved in other taks / duties as required
Essentialexperience, skills and qualifications
= ITRelated Degree or Equivalent
= Minimum3 years work with a Service Desk supervisory role
= Minimum3 years working as a third line engineer in a client facing support role
= Technicalrequirements
o MicrosoftMCSA
o WindowsDesktop OS Deployment and Troubleshooting
o WindowsServer OS Setup, Administration and Troubleshooting
o Office365
o Networking
o FirewallTechnologies
o BackupTechnologies
= Experience with ISO20000/ITIL
= Excellent customer service, organisational, managerial and leadership skill
Desirableexperience, skills and qualificationsMicrosoft Azurenormal'
This roleis suitable for someone who:
Has a strong technical background and experience of running a service team with aspiration of developing a career in service delivery while maintaining their technical roots.
Is flexible, approachable, a team player and is customer focused