Service Desk Team Leader

Posted 4 April by Hays Specialist Recruitment Limited Easy Apply

Service Desk Team Leader / Helpdesk

Service Desk Team Leader
Up to £27,000

Your new role
The Service Desk Team Leader is responsible for providing an efficient, cost effective and customer focused service desk which provides a single central point of contact for all users of IT, logging and managing all incidents, service and access requests.
Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible
Retention of end to end ownership and working with resolver groups and third parties where required
Escalation point for issues requiring escalation
Provision of a facility for users to request and receive standard services
Ensures appropriate technical documentation is received and service desk staff are trained for new services to be provided, whether to new or existing clients
Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members
Leads and develops Service Desk staff and ensures appropriate levels of expertise, skills and abilities
Ensures work rotas are formulated and updated to ensure sufficient and appropriate resource levels are available at all times
Analysis of incidents and problems to show trends and potential problem areas and implements actions to minimise the occurrence of incidents
Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
Support the Service Support Manager with the successful take-on of new services, contracts and mobilisations Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management
A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs - 17:30hrs

Experience needed
Qualification in the field of Information Technology and / or previous equivalent work experience
Previous experience of a senior role within an IT Service Desk Team
Good knowledge of a leading IT Service Management Tool
Strong ability to quickly understand user requirements and issues
Excellent telephone manner and communication skills, and ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels
Experience of desktop operating systems, including Microsoft Windows 7 / 10
Exceptional written and oral communication skills
Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills
Proven experience in a customer facing role
Ability to work well within a team environment
A good understanding of IT Service Desk challenges
Proven analytical and problem-solving abilities
Working knowledge of a range of diagnostic utilities
Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment

What to do now
Call Jon Walters on for more information or click 'Apply'.

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