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Title: Service Desk Team Leader
Days/ Hour of work: Monday - Friday, 08:00 - 16:30/ 09:00 - 17:30
Internal and external training
26 days holiday
Free car parking
Flexible working environment
Smart Spend app
Monthly team activitiesThe company
My client, a large, prestigious company based in Loughton, are looking for a Service Desk Team Leader to join the infrastructure and support team. The company are continuously growing and are looking for someone to join their business who not only has an understanding of 1st, 2nd & 3rd line support, but also has great people skills. This is a fantastic opportunity for someone who wants to take the next step in their career.
Assisting the Infrastructure Analysts with problem resolution and technical implementations.
Providing the highest standard of 2nd Line Level Technical Support across the Group and with external suppliers and supporting partners
Monitoring team performance to achieve SLA levels and ensure all tickets received by the Service Desk are dealt in a timely manner.
Managing the technical relationship with all our users and ensuring that a high degree of customer service is always met.
Take ownership of escalated tickets and manage through to completion.
Recommend changes to internal systems to align with business needs and ensure future proofing.
Take ownership of the IT asset management system. Ensure all IT assets changes, contracts and warranty details are recorded and maintained for accuracy.
Be available to attend site visits and training courses, including some out of hours work when neededThe ideal candidate
Previous experience working in 1st and 2nd line support
Experience working in a Team Leader or Supervisory role
Good Verbal Interpersonal skills
Good Organisational skills
Proactive & independent
Ability to work on their own initiative
Tact and diplomacy, Customer Focused
Adaptable and ability to learn new skills
Full and valid UK driving licenceTechnical Knowledge/Skills
Windows 10 and Server 2008R2 or above
Good hardware knowledge
Understanding of Networks (WAN, LAN, OSI Model)Desirable but not essential
Qualified to a degree level
Experience of working in a ITIL environment
Experience of supporting/rolling out mobile device strategies (tablets/smartphones)
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