Title: Service Desk Team Leader

Location: Loughton

Salary: £35,000

Days/ Hour of work: Monday - Friday, 08:00 - 16:30/ 09:00 - 17:30

Benefits

Internal and external training

26 days holiday

Free car parking

Flexible working environment

Pension scheme

Healthcare

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.

Duties

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

Personal Skills

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

MS Office

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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