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- Tasks: Lead a dynamic Service Desk team to ensure top-notch service delivery and user satisfaction.
- Company: Join a globally recognised leader in Design and Engineering.
- Benefits: Earn up to £55,000 plus bonuses and great benefits.
- Why this job: Make a real impact by driving service excellence and continuous improvement.
- Qualifications: ITIL expertise and experience in leading service desk operations required.
- Other info: Thriving environment with opportunities for professional growth and development.
Want to make an application? Make sure your CV is up to date, then read the following job specs carefully before applying.
Up to £55,000 per annum plus bonus and benefits
Site based – South West London
Our client, a globally recognised giant in the Design and Engineering space, is looking for an experienced Service Desk Analyst Lead to be responsible for the smooth running of their Service Desk and lead the team successfully.
As the Lead Service Desk Analyst, you will be responsible for service quality, efficient resolution of tickets, and a culture of continuous improvement, working closely with the problem and change managers. In the role, you will also work to ensure effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.
Responsibilities- Service Desk Operational Leadership - Provides direction to the Service Desk team to consistently meet or exceed agreed service targets (e.g., response times, resolution times, user satisfaction).
- ITSM Process Governance (Operational Level) - Collaborates with the Incident, Problem and Change Managers where applicable to ensure smooth coordination and escalation between processes.
- Support major incident response from an operational standpoint, ensuring effective communication, correct prioritisation, appropriate resource allocation, and structured post-incident reviews.
- Resource Planning & Team Management - Works with the End User Support Manager on workforce planning, capacity management, and budgeting for operational teams.
- Identifies training and development needs across Service Desk and ITSM functions, ensuring staff can deliver against SLAs.
- Support Service Desk Team by providing guidance, performance reviews, and coaching.
- Reporting & Operational Metrics - Produce and present operational reports (daily, weekly, monthly, covering: Incident and Request processes & performance - Ticket SLA compliance, User Satisfaction & Feedback.
- Uses data insights to propose and drive operational enhancements (e.g., process automation, knowledge base improvements).
- Stakeholder Management & Communication - Serves as a contact between IT Service Management teams and the business for day-to-day service queries, escalations, or complaints.
- ITIL Expertise - Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable).
- Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment.
- Proven experience in driving ITIL process maturity improvement in an operational environment.
- Proven experience of supervising day-to-day service desk or IT support operations.
- Ability to manage multiple priorities and work under pressure.
- Process & Performance Management - Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements.
- Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation.
- Maintain comprehensive documentation of Service Desk work instructions and end user self-help articles.
- Provide training and support to operational teams to ensure they optimise service delivery according to best practice guidance.
- Able to demonstrate initiative and a proactive approach to daily tasks.
- Able to work as part of an effective team assisting and supporting team members.
- Knowledge of infrastructure technologies and best practices.
- Ability to take the initiative, challenge the status quo, and drive change.
- Able to build trusted partnerships and communicate candidly.
- Familiarity with lean or agile methodologies (e.g., Kanban, DevOps) is beneficial.
- Experience working with digital experience monitoring tools (e.g., Nexthink) to transform from reactive to proactive incident and problem management.
- Comfortable operating in a dynamic, fast-paced environment with shifting priorities.
- Experience working in agile environments.
Lead Service Desk Aanlyst in London employer: FlexIT Talent Solutions Ltd
Contact Detail:
FlexIT Talent Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Desk Aanlyst in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice common interview questions and scenarios related to service desk operations. Think about your past experiences and how they relate to the role. The more prepared you are, the more confident you'll feel during the interview.
✨Tip Number 4
Don't forget to follow up after your interview! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the position and keeps you on their radar.
We think you need these skills to ace Lead Service Desk Aanlyst in London
Some tips for your application 🫡
Keep Your CV Fresh: Before you hit that apply button, make sure your CV is up to date. Highlight your experience in leading service desk operations and any ITIL certifications you've got. We want to see what makes you the perfect fit for this role!
Tailor Your Application: Read through the job specs carefully and tailor your application to match. Use keywords from the job description to show us you understand what we're looking for. This will help your application stand out from the crowd!
Showcase Your Leadership Skills: As a Lead Service Desk Analyst, we need to see your leadership chops. In your application, share examples of how you've successfully led teams, improved processes, or managed incidents. We love a proactive approach!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at FlexIT Talent Solutions Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL and ITSM knowledge before the interview. Be ready to discuss how you've applied these frameworks in your previous roles, especially in leading service desk operations. This will show that you understand the core principles and can drive process improvements.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in a service desk environment. Highlight specific instances where you improved service quality or user satisfaction. This will demonstrate your ability to manage and motivate a team effectively.
✨Be Data-Driven
Familiarise yourself with key performance metrics related to service desk operations. Be ready to discuss how you've used data insights to propose enhancements or solve performance issues in the past. This shows that you can leverage metrics to drive operational success.
✨Communicate Clearly and Confidently
Since stakeholder management is crucial for this role, practice articulating your thoughts clearly. Prepare to discuss how you've handled escalations or complaints in the past, ensuring you convey your proactive approach to communication and problem-solving.
