Service Desk Technician

Tuscany House, White Hart Ln, Basingstoke RG21 4AF
, UK

At Grandir UK, we are seeking a Service Desk Team Leader to lead and mentor our internal IT service desk team.

Responsible for the day-to-day service desk operations, customer satisfaction and incident handling, you will play a crucial role in ensuring the smooth and efficient operation of our service desk.

Reporting to our Head of IT, you will be assisting in overseeing the internal team, driving up employee satisfaction, and ultimately, business success.

To lead and manage the internal IT Service Desk team to ensure efficient resolution of incidents and service requests, while maintaining high levels of customer service.

• Managing day-to-day operations of the service desk and its team.
• Leading, mentoring and developing the service desk team.
• Overseeing incidents and responses, ensuring excellent management of external partners whilst keeping internal stakeholders up to date throughout.
• Monitoring ticket performance against SLAs and KPIs.
• Monitoring customer satisfaction, assisting with complaints and implementing continuous improvement measures.
• Supporting the Head of IT with onboarding of new technology, nurseries, partners, suppliers, and team members.
• Handling technical escalations and ensuring timely resolution.
• Conducting trend analysis and implementing service improvements.
• Maintaining and developing our internal documentation platform whilst overseeing team utilisation.
• Liaising with other departments, external partners and vendors as required.
• Working with the Head of IT to continuously improve the department, the businesses’ technology and end user experiences.

• You will have come from a hands-on technical support background, with a strong understanding of service management practices, demonstrating a proven ability to lead and develop high-performing support teams.
• Your experience will include managing SLAs, driving continuous service improvement, incident management and ensuring excellent customer satisfaction across a multi-site organisation.
• You will have a solid grasp of cyber security principles and understand how to mitigate risks through effective service desk processes and user education. Your ability to communicate clearly with both technical and non-technical employees, stakeholders and partners will be key to your success in this role.

• Proven track record of team leadership and performance management, with at least 2 years’ experience within a relevant role.
• Keenness for detail and customer focused, with excellent analytical and problem-solving capability.
• Excellent customer service and communication skills, with the ability to communicate effectively with non-IT employees alongside external partners.
• Skillset to effectively document processes and monitor team performance.
• Effective resource management skills and the ability to manage a dynamic workload.
• Excellent workload and time-management skills.
• At least 3 years’ experience within 1st line and 2nd line support roles.
• Ability to successfully pass an enhanced DBS check.

• Project management experience and/or qualifications.
• Previous experience as a service desk team leader or manager.
• Degree in a relevant subject.
• Implementation experience of ITSM Tools.

• Holiday 25 days plus bank holidays (3 days must be reserved for Christmas shut down).
• Generous discount on childcare.
• Wellbeing Day – an extra day off each year, just for you, outside of your holiday allowance.
• Private Medical Insurance:
  Bupa or equivalent.
• 24/7 remote GP appointments.
• Healthcare cash plan – Claim cash back on medical procedures such as dental care and physiotherapy.
• Death in service policy.
• Employee Assistance Programme (EAP).
• Recommend friends and family to work for us and be rewarded with a cash bonus.
• Access to an employee benefits portal, which includes discounts at 100’s of online high street stores, turning points into cash.
• 'May I say thank you' for the month of May to appreciate the hard work and dedication of staff teams.
• Working for a business that has received 'Great Place To…