Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Service Desk, providing top-notch support and resolving technical issues.
- Company: Join a dynamic IT Services team focused on exceptional customer experiences.
- Benefits: Enjoy opportunities for growth, collaboration, and a supportive work environment.
- Why this job: Be the go-to person for tech support while making a real impact on user satisfaction.
- Qualifications: Customer service experience and knowledge of Microsoft systems are essential.
- Other info: Ideal for those passionate about continuous improvement and IT service excellence.
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 is crucial for the role. Consider exploring online tutorials or forums to enhance your understanding and demonstrate your initiative during interviews.
✨Tip Number 2
Brush up on your knowledge of Microsoft-based operating systems, particularly Windows 10. Being able to discuss specific troubleshooting scenarios can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've resolved issues in previous roles. Highlighting your ability to manage expectations and communicate effectively will resonate well with us.
✨Tip Number 4
Stay updated on the latest security requirements and industry best practices. Mentioning recent trends or changes in your interview can demonstrate your commitment to continuous improvement and service excellence.
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 and any experience with ServiceNow or similar ITSM tools.
Craft a Compelling Cover Letter: In your cover letter, express your passion for continuous improvement in service delivery. Mention specific examples of how you've resolved technical issues efficiently and professionally in the past.
Showcase Your Skills: Clearly outline your skills related to incident management and customer needs. If you have any certifications, such as ITIL or MCP, be sure to include them prominently.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at UST
✨Showcase Your Customer Service Skills
As a Service Desk Lead, your ability to provide excellent customer service is crucial. Be prepared to share specific examples from your past experiences where you successfully resolved customer issues and ensured satisfaction.
✨Familiarise Yourself with ServiceNow
Since the role involves using ServiceNow for incident management, make sure you understand its functionalities. If you have experience with similar ITSM tools, be ready to discuss how those skills can transfer to ServiceNow.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft-based operating systems, particularly Windows 10. Be ready to answer technical questions related to Active Directory, account lockouts, and basic software installations.
✨Emphasise Collaboration and Communication
The role requires working closely with various teams. Highlight your experience in collaborating with others, managing expectations, and communicating effectively during incidents to ensure smooth service delivery.
