1st Line Service Desk Team Leader - Sidcup

Reporting to the Service Delivery Manager, your main duties will be to ensure that yourself and your team members are progressing and resolving all Service Desk tickets swiftly. This should be completed in line with Service Level Agreements and ensure that we are managing client expectations throughout. Where resolution is not possible, you will ensure that the ticket is escalated promptly.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.

• Administering and supporting the customer’s infrastructure
• Delivering first line support
• Acting as the first point of contact for customers
• Demonstrating the ability to troubleshoot and resolve support issues within agreed SLA
• Providing regular, clear communication to customers
• Diagnosing and resolving incidents to the customer’s satisfaction
• Mentoring other 1st Line Service Desk Engineers
• Policing and quality assurance of tickets processed via our ITIL-aligned processes
• Resource and workload management of the 1st Line team, ensuring SLA compliance and excellent customer service

The IT Service Desk is made up of a team of engineers covering all support tiers and abilities, from Service Desk Apprentices through to 3rd Line Service Desk Engineers. The Service Desk, based in Sidcup, is responsible for the provision of IT services and support to 100+ clients across the UK. The successful candidate will be required to work closely with Sales and Account Managers, Consultancy, Business Operations and other members of the Service Delivery team.

• Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
• Take ownership of incidents and manage them in a logical and methodical manner
• Correctly log incidents, problems and service requests, categorising and prioritising them in line with team procedures
• Conduct full and thorough diagnostics with end users to enable first point of contact incident resolution
• Ensure all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
• Manage incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnose and resolve incidents to the customers' satisfaction
• Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary
• Manage a number of scheduled tasks for customers, designed to ensure that the customers' systems remain operational
• Mentor other 1st Line Service Desk Engineers
• Policing and quality assurance of tickets processed via our ITIL-aligned processes
• Spotting trends across tickets and creating problems
• Where required, act as a Major Incident Manager

• Good knowledge of Microsoft Windows 8 – 10 and Mac OS
• Basic knowledge of user administration (Active Directory, Exchange/Office365)
• Good knowledge of Microsoft Office suite
• Good understanding of workstation builds and configuration
• Hardware troubleshooting

• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals, combined with the ability to influence and develop others
• To continually strive to improve overall firm effectiveness
• Proven mental toughness and the ability to work under pressure and with other people
• Results driven with a strong sense of urgency
• A strong communicator with a clear and friendly telephone manner
• Highly organised with the ability to multi-task
• Must be able to demonstrate a ‘customer first’ approach to support
• Flexible and willing to work outside core business hours as required

This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.

• Annual salary dependent upon experience
• Paid overtime or time off in lieu
• Working hours are 08:45am until 5:30pm with occasional extended hours where required
• Contributory pension scheme (after 3 months service and successful completion of probationary period)
• Twenty-five days annual leave. The entitlement increases by a further day on 1st January following completion of 5 years’ service.