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For Companies At a Glance
- Tasks: Lead the Service Desk, providing top-notch support and resolving technical issues.
- Company: Join a dynamic IT Services team focused on exceptional customer experiences.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth.
- Why this job: Be the go-to person for tech support, making a real impact on user satisfaction.
- Qualifications: Customer service experience and knowledge of Microsoft systems are essential.
- Other info: Ideal for those passionate about continuous improvement and IT service excellence.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a proactive Service Desk Lead to join our IT Services team. You will be the first point of contact for our internal customers, ensuring an exceptional support experience by resolving technical issues efficiently and professionally. You’ll also work closely with Operational Support and Engineering teams to ensure smooth and effective service delivery.
The Role:
- Serve as the primary contact for internal users, listening to their needs and providing outstanding support.
- Accurately capture and manage customer issues in ServiceNow.
- Collaborate with team members and share insights during shift changes.
- Partner with Operational Support and Engineering teams for complex or high-risk incidents.
- Take full ownership of incidents, ensuring frequent communication, expectation management, and timely resolution.
- Prioritise and manage IT issues in line with agreed service levels.
- Proactively suggest improvements to enhance first-time fix rates, customer satisfaction, and risk mitigation.
- Stay up to date with evolving security requirements and industry best practices.
- Maintain and uphold service standards, processes, and company policies.
What you will bring:
- Experience delivering excellent customer service in any industry.
- Proven ability to handle support calls and resolve issues within agreed timeframes.
- Strong knowledge of Microsoft-based operating systems, especially Windows 10.
- Experience handling Active Directory (AD) account lockouts, password resets, and basic software installation requests.
- Experience using ServiceNow or similar ITSM tools for incident logging and management.
- Understanding or certification in the ITIL Framework.
- Passion for continuous improvement in service delivery.
Nice to have Skills:
- Previous experience working as a Service Desk Analyst or similar technical support role.
- Strong incident management skills and understanding of customer needs.
- Microsoft Certified Professional (MCP) certification or equivalent.
- Degree-level qualification in Computing, Information Technology, or a related field.
Hurry and apply!
Contact Detail:
UST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead
✨Tip Number 1
Familiarise yourself with ServiceNow or similar ITSM tools, as this role heavily relies on effective incident logging and management. Consider exploring online tutorials or forums to enhance your understanding of the platform.
✨Tip Number 2
Brush up on your knowledge of Microsoft-based operating systems, particularly Windows 10. Being able to troubleshoot common issues will demonstrate your technical proficiency during any discussions with our team.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully resolved issues in previous roles. This will help you convey your ability to handle support calls effectively and maintain high customer satisfaction.
✨Tip Number 4
Stay updated on the latest security requirements and industry best practices. This knowledge will not only benefit your performance but also demonstrate your commitment to continuous improvement in service delivery.
We think you need these skills to ace Service Desk Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise any previous roles where you handled support calls, resolved issues, or worked with ITSM tools like ServiceNow.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous improvement in service delivery. Mention specific examples of how you've enhanced customer satisfaction or resolved complex issues in the past.
Highlight Relevant Skills: Clearly outline your knowledge of Microsoft operating systems, especially Windows 10, and any experience with Active Directory. If you have ITIL certification or MCP, make sure to include that as well.
Showcase Team Collaboration: Demonstrate your ability to work collaboratively by providing examples of how you've partnered with other teams in previous roles. This could include sharing insights during shift changes or managing high-risk incidents.
How to prepare for a job interview at UST
✨Showcase Your Customer Service Skills
As a Service Desk Lead, your ability to provide excellent customer service is crucial. Be prepared to share specific examples from your past experiences where you successfully resolved customer issues and ensured their satisfaction.
✨Familiarise Yourself with ServiceNow
Since the role involves using ServiceNow for incident management, make sure you understand its functionalities. If you have experience with similar ITSM tools, be ready to discuss how those skills can transfer to ServiceNow.
✨Demonstrate Your Technical Knowledge
Brush up on your knowledge of Microsoft-based operating systems, particularly Windows 10. Be ready to answer technical questions related to Active Directory, password resets, and software installations, as these are key aspects of the role.
✨Emphasise Collaboration and Communication
The role requires working closely with various teams. Highlight your experience in collaborating with others, managing expectations, and communicating effectively during incidents. Share examples of how you've worked with different teams to resolve complex issues.
