Service Desk Lead
Support Desk Lead
Permanent / £30,000 - £40,000 / Wiltshire
About Us: We are a dynamic and innovative company seeking an enthusiastic Support Desk Lead to join our team. As a leader in our field, we prioritise excellence, creativity, and efficiency in all aspects of our work. If you thrive in a fast-paced environment and are passionate about providing top-notch support, we want to hear from you.
What We Are Looking For: We are seeking an individual who is:
- Enthusiastic and motivated to lead a team towards success.
- Experienced in leading teams and working within a service desk environment.
- Proficient in JIRA with the ability to set up processes, portals, and automations.
- Skilled in reporting and identifying common trends in issues raised using JIRA.
- Knowledgeable in UML (Lucid, draw IO, Visio) for diagramming and process visualisation.
Key Experience Required:
- Leading a team in a service desk environment.
- Proficiency in JIRA, including setting up processes, portals, and automations, as well as reporting and trend analysis.
- Experience in triage processes, documentation, and updating runbooks.
- Familiarity with manual processes, change request writing, SQL for data updates, SFTP, and portal creation on JIRA.
- Strong process management and workflow management skills.
Software Support Responsibilities:
- Handling manual tasks across multiple platforms.
- Writing and delegating the use of runbooks.
- Providing network support.
Beneficial Experience:
- ITIL V3 certification is a plus.
Responsibilities:
- Maintain clear communication with internal stakeholders.
- Develop a roadmap to expand service desk processes across multiple sites.
Required skills
- Jira
Reference: 52530774
Please note Reed.co.uk does not communicate with candidates via Whatsapp, and we will never ask you to provide your bank, passport or driving licence details during the application process. To stay safe in your job search and flexible work, we recommend visiting JobsAware, a non-profit, joint industry and law enforcement organisation working to combat labour market abuse. Visit the JobsAware website for information and free expert advice for safer work.
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