Service Desk Lead - Glasgow, United Kingdom - Huntswood Scotland Limited

Huntswood Scotland Limited

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are seeking a dedicated and experienced
Service Desk Lead to join our existing team based on site in our Head Office in Glasgow

Huntswood's success relies on its computing facilities being available, effective and efficient.

As a
Service Desk Site Lead, you will be the face of the Technology Team.

You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood's business processes and clients are kept to a minimum.

The Service Desk Site Lead is the leader of a group of site based Service Desk Technicians working collaboratively to resolve outstanding incidents, problems and requests.

They are responsible for managing the team's workload and communicating effectively with the Head of Service Delivery & Tech Change and other Technical Leads in the Technology Department.

The ServiceDesk Site Lead acts as a mentor to the team members, providing guidance as required to resolve outstanding issues.

Manage a team of Service Desk Agents based in Glasgow. Carrying out regular 121's with each Team member, Quarterly reviews, conducting team meetings and daily stand ups.
Produce a development plan for team members to ensure that we are continually developing the team and upskilling when required.
Ensure that incidents and Service Requests are logged on the Huntswood's call logging system are responded to quickly, professionally, and courteously, ensuring that calls are correctly prioritised and categorised.
Ensure that identified incidents and Service Requests are descriptively logged and kept up to date on the Huntswood's call logging system.
Ensure that all incidents and Service Requests are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.
Carry out continuous Incident Management to ensure that tickets are being picked up and dealt with within SLA. Responding to any notifications of tickets about to breach and ensuring that all team members are striving to meet SLA's on every ticket logged.
Strive to resolve the majority of tickets on first contact and first time right. Work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolved on first contact.
Deal with escalations from End Users and provide quick feedback.
Work with Head Of Service Delivery & Tech Change to analyse the Huntswood call logging system to identify trends and work with the other Tech departments to permanently fix the issue to negate a call needing to be raised.
Set up and manage a continuous improvement plan to deliver improvements to both end users and the Tech team.
Work with the other Tech Teams to identify areas where we can automate basic tasks to again negate a call needing to be raised.
To develop a planning activity to continuously look at the number of full time employees required to support the business.
Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.
Ensuring the Service Desk Team's documentation is kept up to date.
Work positively with the other members of the Technology team to ensure endtoend customer satisfaction with the technology services to customers.
Identifies opportunity to improve overall performance through training or technical enhancements.
Ensure the Huntswood's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.

PERSON SPECIFICATION
Essential

Experience of working in an ITIL aligned environment
Expert level of understanding of a Microsoft Windows Active Directory environment.
Expert level of understanding of Microsoft Intune Device Management
Expert level of understanding of Microsoft Azure AD
Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office.
Be able to demonstrate excellent problem management skills.
Excellent business communication skills, with the skills to communicate at all levels.
Excellent time management.
An outofthebox thinker with a passion for IT and how information technology and new technology can be used to improve Huntswood.

Desirable

Good project management skills
Current IT qualifications, preferably Microsoft
Good level of understanding of TCP/IP.
Good level of understanding of NPA and Cloud Fire Wall

"It's not just about what we do, but the way we do it. And it's our values that make us special."

Huntswood, A ResultsCX Company delivers resourcing, outsourcing and advisory services from complaints to customers service, remediation to resilience - bring together the people, processes, and knowledge that business need to succeed.

In February 2024, Huntswood become part of the ResultsCX organisatio