IT Service Desk Lead
On behalf of our Client, the Northern Ireland Housing Executive, MPA Recruitment welcomes suitable applications for the role of an IT Service Desk Lead in the Belfast Area.
Location: Adelaide Street, Belfast
Hours of work: 37.5 hours per week (Monday to Friday: 09.00am to 5pm)
Salary range: £18.72
Your Duties:
* Assisting the IT Service Manager to ensure IT service processes are well-defined, implemented, and operated across the organisation.
* Promoting the adoption of ITIL principles within and beyond the IT Department, ensuring adherence to ITIL industry standards.
Taking a lead role in the development, maintenance, and operation of IT service processes, including:
1. Incident Management.
2. Service Request Management.
3. Problem Management.
4. Change Management.
5. Contract/SLA Management.
6. IT-related procurement.
7. IT Asset Management.
8. IT Service reporting.
9. Continual Service Improvement.
* Leading a team of IT Service Desk staff, offering necessary direction, support, and guidance.
* Monitoring team performance via dashboards, reports, and metrics, ensuring accountability and coaching team members as required.
* Assisting in shaping IT services to provide an excellent customer service experience.
* Communicating expectations and responsibilities of all parties involved in IT Service management.
* Ensuring Service Requests, Incidents, and Problems are effectively managed, taking a lead role in resolving incidents when necessary.
* Creating, editing, and developing information advisories and reports.
Your Profile:
At least two years of relevant experience within the last four years working in an IT Service Desk environment.
Demonstrated experience in:
* Incident Management.
* Service Request Management.
* SLA Management.
* IT Service Reporting.
* Experience managing a team, including planning, prioritising, and resource management in a collaborative team environment.
* Strong troubleshooting skills.
* Proven focus on customer service and client relations.
* Ability to build strong relationships with suppliers and business teams.
Other:
* Possession of a relevant HND or equivalent in an ICT qualification.
Additional Information:
* A Basic Access NI Check is required at a cost of £16.
How to Apply
To apply for this position please send your CV to chris.oneill@mparecruitment.co.uk.
Or for further information and a confidential discussion on this post please call Chris at our Belfast office on 02895 211111.
Please ensure your CV is accurate and updated with full personal contact details, education history, qualifications, and employment history.
MPA Recruitment are operating as an Employment Business in relation to this vacancy.
MPA are committed to providing equality of opportunity in employment and welcome applications from all suitably qualified applicants irrespective of gender, marital or family status, religious belief, political opinion, disability, age, race, nationality, or sexual orientation.
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