At a Glance
- Tasks: Support the Shift Leader in managing Service Desk operations and guide Service Desk Engineers.
- Company: A growing tech-focused organisation with a 24/7 IT support function.
- Benefits: Competitive salary, ongoing training, and excellent career progression opportunities.
- Other info: Collaborative culture with exposure to enterprise-scale IT operations.
- Why this job: Step into a leadership role in a fast-paced, diverse IT environment.
- Qualifications: Experience in IT support, strong troubleshooting skills, and leadership experience preferred.
The predicted salary is between 30000 - 35000 £ per year.
Salary: £30,000 - 35,000 per year
Requirements
- Proven experience in IT Support, Service Desk, or Helpdesk environments.
- Previous experience in an MSP or other fast-paced IT support environment is preferred.
- Experience supporting enterprise users across a broad technology stack.
- Prior leadership, supervisory, or mentoring experience is highly valued.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Experience working with ticketing systems and SLA-driven environments.
- Good understanding of ITIL principles and service management best practices.
- Flexibility and reliability to work a 24/7/365 rotating shift pattern, including days, nights, weekends, and public holidays.
Responsibilities
- Support the Shift Leader in managing Service Desk operations during assigned shifts.
- Deputise for the Shift Leader when required.
- Monitor ticket queues, workload distribution, and SLA performance.
- Provide guidance and support to Service Desk Engineers.
- Act as an escalation point for high-priority or complex incidents.
- Provide support for IT incidents and service requests via phone, email, and ticketing systems.
- Ensure incidents are categorised, prioritised, and resolved effectively.
- Monitor system alerts and maintain operational service availability.
- Perform quality assurance checks on support tickets and documentation.
- Maintain and improve knowledge base documentation.
- Collaborate with wider infrastructure and technical teams to resolve complex issues.
- Identify opportunities to improve support processes and operational efficiency.
- Contribute to service improvement initiatives.
- Stay up to date with emerging technologies and IT service best practices.
- Support operational reporting and shift handovers.
Technologies
- Support
- ITIL
- Office 365
We are a growing technology-focused organisation operating a 24/7/365 IT support function from our Shrivenham location. This is a full-time, permanent role for an experienced Service Desk professional who is ready to step into a leadership position within a fast-paced and technically diverse environment. We offer excellent opportunities to progress into IT leadership, exposure to enterprise-scale IT operations, a supportive and collaborative technical environment, ongoing training and development, and a competitive salary and benefits package.
Deputy Shift Leader Service Desk Support Engineer in Shrivenham employer: Sivara GmbH
Join our dynamic team at our Shrivenham location, where we prioritise employee growth and development in a supportive, collaborative environment. As a Deputy Shift Leader Service Desk Support Engineer, you'll benefit from ongoing training, exposure to enterprise-scale IT operations, and a competitive salary package, all while contributing to meaningful service improvement initiatives. Our commitment to a flexible work culture ensures that you can thrive in a fast-paced, 24/7 IT support setting, making us an excellent employer for those seeking a rewarding career in technology.
