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Service Desk Team Leader

Job Title: Service Desk Team Leader
Contract Type: Contract
Location: West Midlands, England
Industry:
Salary: £200.00 - £400.00 per day
Reference: HQ00078184_1534756786
Contact Name: John Wright
Contact Email: j.wright@lawrenceharvey.com
Job Published: August 20, 2018 10:19

Job Description

CONTRACT OPPORTUNITY: Service Desk Team Leader West Midlands Initial 3-6-month contract Competitive daily rate (Dependent on experience)

Summary:
Monitor service desk and escalation queues. Assess severity and help end users following approved customer service procedures. Support, monitor, and maintain desktop systems including hardware, software, operating system, tools, and applications. Provide a primary escalation point for Support Analyst Level 1. Ensure collaboration with Level 3 and technical analysts to troubleshoot and remediate network, server, and storage-related issues. Work with manager and other support analysts as required ensuring appropriate resource level loading, and assignment and escalation of calls in compliance with service level agreements. Ensure that all Level 2 updates to the ServiceNow ticketing system are carried out appropriately and accurately. Utilize technical education, experience and judgment to assist end users, level 1 support analysts, and technical analysts to solve technical issues. Support Level 2 Analysts to work as a team to support customers in a multi-site environment, utilizing remote access tools and leveraging knowledge resources.

Responsibilities:
- Ensure professional quality customer service.
- Become expert in the approved service management processes, standard operating procedures, and technology standards.
- Monitor UK Level 2 ServiceNow queues, respond to requests, perform technical assessments, attempt to troubleshoot problems and isolate faults in accordance with Service Level Agreements.
- Ensure that all Level 2 tickets are well-documented and actionable with accurate notes
- Actively contribute to knowledgebase by recording detailed technical resolutions to incidents.
- Work collaboratively with MIS team members to ensure appropriate resource assignment, utilization, escalation, and dispatch of team members.
- Collaborate with infrastructure technical analysts and regional team counterparts as required.
- Manage the build, configure and deployment of desktop and laptop computer systems with required software to approved IT standards.
- Provide remote and on-site desktop support as appropriate.
- Troubleshoot accurately and ensure that resolutions are implemented correctly, thereby avoiding call backs on the same issue.
- Acquire knowledge of all supported sites, systems and applications.
- Be familiar with site evaluations, key findings and known problem areas.
- Share knowledge openly and collaboratively.
- Log asset information for client add, moves and changes following approved processes.
- Perform other duties as assigned or requested by manager.

Requirements:
Essential
- Excellent customer support skills with 3 - 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools; building and configuring desktops; Windows operating system.
- Team leadership, including organization of workload, priority setting and issues management.
- ITIL V3 Awareness.
- Learn and support site desktop applications and tools.
- Proven commitment to customer satisfaction.
- Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others).
- Some travel between UK sites will be required.

Is this exciting opportunity of interest? If so, please apply and I will be in touch ASAP.

Lawrence Harvey is acting as an Employment Business in regards to this position.
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