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- Tasks: Supervise IT service desk operations and ensure quick incident resolution.
- Company: Join a dynamic team in Leeds focused on customer satisfaction.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real difference by improving IT services and user experiences.
- Qualifications: Experience in IT support and strong communication skills required.
- Other info: Great opportunity for career growth and skill enhancement.
The predicted salary is between 36000 - 60000 £ per year.
Location: Leeds, UK (Onsite)
Job Type: FTC
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.
IT Service Desk in Leeds employer: FalconSmartIT
Contact Detail:
FalconSmartIT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the IT industry, especially those working in service desks. Attend local meetups or online webinars to connect with potential employers and get insider info on job openings.
✨Tip Number 2
Show off your skills! When you get the chance for an interview, be ready to discuss specific incidents you've managed or improvements you've implemented. Use real examples to demonstrate your problem-solving abilities and customer-centric approach.
✨Tip Number 3
Don’t forget to follow up! After interviews, send a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to ensure your application gets seen by the right people. Don’t miss out!
We think you need these skills to ace IT Service Desk in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Desk role. Highlight any relevant experience in service desk operations, incident management, and customer service to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention any specific achievements or projects that relate to the job description.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their ability to analyse issues and implement effective solutions, especially in a service desk environment.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at FalconSmartIT
✨Know Your SLAs and KPIs
Familiarise yourself with the key performance indicators and service level agreements relevant to the IT Service Desk role. Be ready to discuss how you’ve monitored or improved these metrics in past positions, as this shows your understanding of service delivery.
✨Customer-Centric Mindset
Prepare examples that highlight your commitment to user satisfaction. Think about times when you went above and beyond to resolve an issue or improve a service. This will demonstrate your customer-centric approach, which is crucial for this role.
✨Problem-Solving Skills
Be ready to discuss specific incidents where you identified root causes and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and proactive attitude towards problem management.
✨Team Leadership Experience
If you have experience leading or mentoring teams, prepare to share how you’ve fostered professional growth among your colleagues. Highlight any training sessions you’ve conducted or initiatives you’ve led to enhance team performance, as this aligns with the leadership aspect of the role.
