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ServiceDesk Team Lead

  • Location: West Midlands
  • Salary: £27500.00 - £31000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Capita IT Resourcing's client based in Coventry is currently recruiting for a Service Desk Team Leader to join them on a permanent basis. The successful candidate will be responsible for overseeing the day-to-day running of the Service Desk, including the maintenance of customer service standards and team management. The role requires a person with a high level of attention to detail, excellent customer service and people management skills.

- Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
- Manage documentation, including process instructions and standards
- Administer SharePoint and ensure all content is up to date
- Create and maintain reports and workflows as needed by the department
- Follow Trustmarque incident and major incident management procedures in line with documentation
- Proactively review issue trends and raise awareness within the team
- Manage major incidents from start to finish, and ensure high levels of customer service throughout
- Develop and maintain knowledge of customer IT systems
- Develop and maintain own knowledge and skills in line with new technologies
- Perform Shift Left activity where required
- Assist with Quality and ISO20000 management
- Transition customers and new services into the Service Desk
- Arrange and conduct customer and team service review meetings as required
- Liaise with the Service Delivery Manager to ensure smooth resolution of issues raised by customers
- Manage, mentor and support Service Desk Analysts, including:
- System training
- Customer service standards training
- Incident resolution support
- Administration of timesheets and team rotas
- Absence / disciplinary issue management where required, with support from HR

Knowledge required for the role -

- General knowledge of a variety of IT systems and how they are used within a business environment
- Knowledge and experience of:
- Microsoft Windows
- Microsoft Windows Servers
- IT Networking
- ITIL Framework
- SharePoint administration
- Excellent understanding of customer service principles and how these are conveyed to customers
- Experience of Service Desk operations and ticket management systems
- An understanding of the importance of KPIs and SLAs
- Experience of people management, including timesheet and rota management, absence management
- An excellent understanding of Trustmarque as an organisation

- Experience of major incident management
- Knowledge and experience of ISO20000
- Experience of vendor management

Skillsrequired for the role -
In order to perform this role effectively, the individual must be able to demonstrate:

- Excellent interpersonal and customer service skills
- The ability to prioritise effectively, both with their own workload and within the team
- The ability to communicate with stakeholders at all levels within a business
- The ability to use initiative and creatively solve problems
- Write clear and concise business English
- Attention to detail
- Excellent analytical skills

If you are interested in the role and would like to apply, please send me your CV via the link below for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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