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    ICT Service Desk Team Leader - Newcastle upon Tyne, United Kingdom - Norton Rose Fulbright LLP

    Norton Rose Fulbright LLP
    Norton Rose Fulbright LLP Newcastle upon Tyne, United Kingdom

    2 weeks ago

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    Description
    IT Regional - Service Desk Management - Newcastle Job Description
    We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service.

    As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

    The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices.

    The key focus of the team is to deliver a world class IT service to the business.
    Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual.

    The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels.


    Team Management:

    Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times.

    Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager
    Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk
    Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team
    Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions

    Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards.

    Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices


    Process Management:
    Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk
    Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes


    Quality Management:
    Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently
    Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis


    Major Incident Management:
    Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed
    Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these
    Proven experience in team supervision, work load prioritization and resource management
    Quantifiable experience in the following ITIL service management disciplines: Some experience of the ITIL Problem and Change disciplines.
    Ability to manage personal and team workloads (including management of team rotas)
    Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance
    Candidates must have knowledge of supporting the majority of the following:

    Microsoft Windows 10 and Windows 11
    Microsoft Office 365 or above
    Signify/RSA tokens and software tokens
    Mimecast email management
    Worksite DMS (or other Document Management Systems)
    Document Management tools
    Encryption software
    Shift information

    The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis.
    Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm.
    Diversity, Equity and Inclusion

    Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service.

    We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing.

    Find more about Diversity, Equity and Inclusion here.
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