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- Tasks: Lead the Service Desk, providing top-notch support and resolving technical issues for internal users.
- Company: Join a dynamic IT Services team focused on exceptional customer experiences and innovative solutions.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative work culture.
- Why this job: Be at the forefront of tech support, making a real impact while growing your skills in a supportive environment.
- Qualifications: Experience in customer service, knowledge of Microsoft systems, and familiarity with ITIL principles are essential.
- Other info: Ideal for those passionate about tech and eager to enhance service delivery in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a proactive Service Desk Lead to join our IT Services team. You will be the first point of contact for our internal customers, ensuring an exceptional support experience by resolving technical issues efficiently and professionally. You’ll also work closely with Operational Support and Engineering teams to ensure smooth and effective service delivery.
The Role:
- Serve as the primary contact for internal users, listening to their needs and providing outstanding support.
- Accurately capture and manage customer issues in ServiceNow.
- Collaborate with team members and share insights during shift changes.
- Partner with Operational Support and Engineering teams for complex or high-risk incidents.
- Take full ownership of incidents, ensuring frequent communication, expectation management, and timely resolution.
- Prioritise and manage IT issues in line with agreed service levels.
- Proactively suggest improvements to enhance first-time fix rates, customer satisfaction, and risk mitigation.
- Stay up to date with evolving security requirements and industry best practices.
- Maintain and uphold service standards, processes, and company policies.
What you will bring:
- Experience delivering excellent customer service in any industry.
- Proven ability to handle support calls and resolve issues within agreed timeframes.
- Strong knowledge of Microsoft-based operating systems, especially Windows 10.
- Experience handling Active Directory (AD) account lockouts, password resets, and basic software installation requests.
- Experience using ServiceNow or similar ITSM tools for incident logging and management.
- Understanding or certification in the ITIL Framework.
- Passion for continuous improvement in service delivery.
Nice to have Skills:
- Previous experience working as a Service Desk Analyst or similar technical support role.
- Strong incident management skills and understanding of customer needs.
- Microsoft Certified Professional (MCP) certification or equivalent.
- Degree-level qualification in Computing, Information Technology, or a related field.
Hurry and apply!
Service Desk Lead employer: UST
Contact Detail:
UST Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead
✨Tip Number 1
Familiarise yourself with ServiceNow or similar ITSM tools, as this role requires accurate incident logging and management. Consider exploring online tutorials or forums to enhance your understanding of the platform.
✨Tip Number 2
Brush up on your knowledge of Microsoft-based operating systems, particularly Windows 10. Being well-versed in troubleshooting common issues will help you stand out during the interview process.
✨Tip Number 3
Demonstrate your customer service skills by preparing examples of how you've effectively resolved issues in previous roles. Highlighting your proactive approach to problem-solving can make a strong impression.
✨Tip Number 4
Stay updated on the latest security requirements and industry best practices. Showing that you're committed to continuous improvement and aware of current trends can set you apart from other candidates.
We think you need these skills to ace Service Desk Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise your familiarity with Microsoft operating systems, ServiceNow, and any ITIL certifications you may have.
Craft a Compelling Cover Letter: In your cover letter, express your passion for providing exceptional support and your proactive approach to problem-solving. Mention specific examples of how you've improved service delivery or resolved complex issues in the past.
Showcase Your Technical Skills: Clearly outline your technical skills related to the role, such as handling Active Directory issues, managing incidents in ServiceNow, and your knowledge of Windows 10. This will demonstrate your capability to meet the job requirements.
Highlight Continuous Improvement: Discuss any initiatives you've taken to enhance service delivery or customer satisfaction in previous roles. This shows your commitment to continuous improvement, which is a key aspect of the Service Desk Lead position.
How to prepare for a job interview at UST
✨Showcase Your Customer Service Skills
As a Service Desk Lead, your ability to deliver excellent customer service is crucial. Be prepared to share specific examples from your past experiences where you successfully resolved customer issues and ensured satisfaction.
✨Demonstrate Technical Knowledge
Familiarise yourself with Microsoft-based operating systems, particularly Windows 10, and be ready to discuss your experience with Active Directory and ITSM tools like ServiceNow. This will show that you have the technical expertise needed for the role.
✨Highlight Your Incident Management Experience
Discuss your previous roles where you managed incidents effectively. Emphasise your understanding of prioritising issues and maintaining communication with users, as this is key to ensuring timely resolutions.
✨Express Your Passion for Continuous Improvement
The company values proactive suggestions for enhancing service delivery. Be prepared to talk about any initiatives you've taken in the past to improve processes or customer satisfaction, showcasing your commitment to continuous improvement.
