At a Glance
- Tasks: Lead the IT service desk, ensuring quick incident resolution and top-notch user satisfaction.
- Company: Join a dynamic team in Leeds, focused on innovative IT solutions.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Great opportunity for career growth in a fast-paced tech environment.
- Why this job: Make a real difference by enhancing IT services and supporting users every day.
- Qualifications: Experience in IT support and strong leadership skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
Location: Leeds, UK (Onsite)
Job Type: FTC
Job Description
- Service Desk and Incident Management
- Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
- Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
- Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
- Service Delivery and Performance Monitoring
- Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management.
- Analyze trends in incidents and service requests to identify recurring issues and recommend improvements.
- Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes.
- Governance and Compliance
- Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements.
- Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation.
- Change and Problem Management
- Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions.
- Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures.
- Resource and Vendor Coordination
- Assist in budgeting and resource allocation for technical projects and service delivery.
- Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance.
- Team Leadership and Development
- Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth.
- Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge.
- Stakeholder Communication
- Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs.
- Communicate service status, changes, and incidents effectively to stakeholders.
We think you need these skills to ace IT Service Desk in Guiseley
Incident Management
Service Desk Operations
Customer-Centric Approach
SLA and KPI Monitoring
Trend Analysis
Service Improvement Initiatives
Governance and Compliance
