IT Service Desk Team Leader Location: Watford Salary: 35,000
Provide a technical and hierarchical escalation point for the Service Desk team, providing in-person, hands on support to end users when necessary. Excellent understanding of how Business Applications support the Business Operations Monitor the Service Desk to ensure that the Support Processes are adhered to. Train, coach and mentor the level 1 and Level 2 Support Analysts. Energize and create commitment among team members for delivering a compelling end user support experience, by demonstrating abilities at the highest professional levels. Liaise with External Support Parties where applicable to ensure that Business Services are supported in line with Service Level Targets. Take an active interest in relevant Service Desk policies and procedures, such as Major Incident Management, and be aware of current issues and projects that may affect the performance of the Service Desk. Review Service Desk performance against departmental KPI's and SLA's. Take an active role in the change management process to ensure that any new Business Services transitioning into Service Delivery are reviewed and accepted as ready for support. Escalate any potential Staff Performance issues to the Service Desk Manager Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Contribute to pre-testing phase of development by evaluating proposals to identify potential problem areas and make appropriate recommendations in relation to the Service Desk and Support capabilities. Awareness of ISO27001 and the impact of Security and Risk on the Service Desk supporting and delivering Business services. Keep up to date on emerging Service Desk trends, issues and technologies. Review and Analyze trends in the Service Desk for effectiveness and efficiency to help identify opportunities for Continuous Service Improvement. Monitor Incident trends and highlight potential problems to relevant teams for pro-active resolution. Help identify, recommend, develop and implement end user training programs to increase user capabilities and self-sufficiency.
ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.