1st Line Service Desk Team Leader

Role

Title:

1st Line Service Desk Team Leader

Reporting:
To Service Delivery Manager, Department Service Desk

Reporting to the Service Delivery Manager, your main duties will be to ensure that yourself and your team members are progressing and resolving all Service Desk tickets swiftly. This should be completed in line with Service Level Agreements and ensure that we are managing client expectations throughout. Where resolution is not possible, you will ensure that the ticket is escalated promptly.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.

• Administering and supporting the customer’sinfrastructure
• Delivering first line support
• Acting as the first point of contact for customers
• Demonstrating the ability to troubleshoot and resolve support issues within agreed SLA
• Providing regular, clear communication to customers
• Diagnosing and resolving incidents to the customer’s satisfaction
• Mentoring other 1 st Line Service Desk Engineers
• Policing and quality assurance of tickets processed via our ITIL-aligned processes.
• Resource and workload management of the 1 st Line team, ensuring SLA compliance and excellent customer service

The IT Service Desk is made up of a team of engineers covering all support tiers and abilities, from Service Desk Apprentices through to 3 rd Line Service Desk Engineers.

The Service Desk, based in Sidcup, is responsible for the provision of IT services and support to 100+ clients across the UK.The successful candidate will be required to work closely with Sales and Account Managers, Consultancy, Business Operations and other members of the Service Delivery team.

• Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
• Take ownership of incidents and managing them in a logical and methodical manner
• Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures
• Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
• Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
• Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving incidents to the customers satisfaction
• Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
• Mentoring other 1 st Line Service Desk Engineers
• Policing and quality assurance of tickets processed via our ITIL-aligned processes. Including the below:
  • Idle tickets
  • Aged tickets
  • Notes on completed tickets
  • Response received
• Resource and workload management of the 1 st Line team, ensuring SLA compliance and excellent customer service
• Spotting trends across tickets and creating problems
• Where required, act as a Major Incident Manager

• Good knowledge of Microsoft Windows 8 – 10 and Mac OS
• Basic knowledge of user administration (Active Directory, Exchange/Office
  365)
• Good knowledge of Microsoft Office suite
• Good understanding of workstation builds and configuration
• Hardware troubleshooting

• A strong desire and focus on continued improvements and personal development
• A desire to be part of an overall team and achieve team goals, combined with the ability to influence and develop others.
• To continually strive to improve overall firm effectiveness
• Proven mental toughness and the ability to work under pressure and with other people
• Results driven with a strong sense of urgency
• A strong communicator with a clear and friendly telephone manner
• Highly organised with the ability to multi-task.
• Must be able to demonstrate a ‘customer first’ approach to support
• Flexible and willing to work outside core business…