Service Desk Specialist Lead

Are you motivated to participate in a dynamic, multi-tasking environment? Do you want to join a company that invests in its employees? Are you seeking a position where you can use your skills while continuing to be challenged and learn? Then we encourage you to dive deeper into this opportunity. NeoGenomics is looking for a Lead Service Desk Specialist who wants to continue to learn in order to allow our company to grow. This is an onsite position at the facility in Babraham, UK.

As an employer, we promise to provide you with a purpose-driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world’s leading cancer reference laboratory.

Position Summary: The Service Desk Specialist Lead is responsible for service desk support for all Company standard software and hardware. This position provides effective diagnostic evaluation of end-user Customer needs and in all cases uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Support and demonstration of the NeoGenomics Laboratories values and expectations for customer support and satisfaction are fundamental to this team.

Responsibilities:

• Must demonstrate proficiency in all Core Responsibilities of a Service Desk Specialist and resolving Tier III trouble tickets.
• In the absence of the supervisor, performs necessary supervisory functions.
• Assists in supervising Service Desk Specialists by monitoring workflow to meet deadlines; distributing and reviewing work assignments; scheduling; training employees on company and department policies, procedures, techniques, and on equipment; resolving work-related problems of staff; and providing input for performance appraisals and disciplinary actions.
• Triages Level I, II, and/or Level III trouble tickets and assigns tickets to appropriate Service Desk specialist for timely resolution.
• Ensures departmental training checklists and SOPs are updated at all times to reflect current departmental procedures and employees are properly trained and informed of all changes.
• Leads and implements process improvements within the department.

Position Requirements:

• Bachelor’s degree in Computer Science or related field is preferred.
• At least three years of experience in a technical support environment.
• Medical Laboratory experience is desired.
• Diagnostic and analytical skills for software and general IS application knowledge.
• Strong computer literacy skills with an emphasis on software knowledge, installations and use, Microsoft applications, Data Base applications, Internet and internet protocols.
• Ability to multitask - Sense of urgency; maintain a positive attitude.
• Excellent telephone presence with organized follow-up skills.
• Applied experience supporting executive needs is strongly preferred.
• Ability to be proactive, take direction, and establish ownership of projects.
• Demonstrated networking skills, able to foster strong relationships internally and externally.