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Responsibilities:
* Day to day supervision & leadership of the team (6 direct reports)
* Monitoring of holiday leave, sickness, lateness across the team to ensure the appropriate level of cover is maintained
* Ensure that the team are appropriately trained and made aware of new solutions prior to implementation
* Development of direct reports, providing training, mentoring, coaching and regular performance reviews
* Full people management responsibility for a number of staff, to include development and succession planning as required
* Monitor, identify and organise tickets according to priority
* Ensure tickets are updated by the service desk engineers in a timely manner
* Monitor and review the service desk work levels, looking for ageing cases, quality and activity levels, flagging appropriately when there is risk to service levels
* To handle customer escalations though to resolution or further escalation to management
* Support service desk engineers with daily activities and advise on best practice and further actions to take on tickets when required
* Ensure all current processes and procedures are followed within the service desk team
* Incident analysis to help identify potential trending ‘Problems’
* Support management of any P1 incidents and outages
* Ensure all escalations are handled quickly and effectively, managing customer expectations as required
* Is positive in undertaking any reasonable duties relevant to the position to ensure the success of the department
* To be involved in project management of new business applications/systems, store related projects, ensuring appropriate support frameworks are in place before “Go Live”
* To continually improve the perception of IT as a facilitator of continued process and service improvement
* Participate in and, at times, lead the Change Management process for service desk in the weekly CAB. You will ensure smooth and efficient running of all requests for change that are raised, authorised, actioned and closed in accordance with existing policies
Qualifications:
* Minimum of 3-year experience in a previous IT Service Desk role and experience of team leadership
* Excellent understanding of Service Management and ITIL
* Excellent troubleshooting skills in the areas of client infrastructure and application support
* Relevant IT Service Desk experience or IT Desktop Support Experience
* Sound knowledge of User & Security Groups and Active Directory Administration
* Proven ability supporting customers across a broad technical environment covering hardware, and software primarily associated with end user computing
* An overall basic understanding of the following technologies: Microsoft Windows 10/11, Microsoft Exchange, Microsoft Office, Active Directory Administration, RDS environments, Image Deployment (SCCM)
* Excellent verbal and written communication skills, driving local end-user communication
* ITIL Foundation v3 or ITIL Intermediate Certifications
* Delivering training to people within a technical environment
* Experience in resolving complex issues
* Highly organized
* Ability to multi-task
* Assertive, confident, positive and professional manner
* Ability to deal with potentially stressful situations
* Excellent problem-solving and troubleshooting skills
* A self-motivated achiever who gains satisfaction from providing excellent customer service
* Strong Customer focus and ‘Can Do’ attitude
* Ability to work under pressure, take ownership of issues, multitask and prioritise
Benefits:
* Opportunity to work for the ‘Best Place to work in Travel’, with like-minded colleagues
* Perkbox - discounts and rewards programme
* Company matched pension scheme - up to 5% (for this level)
* 25 days holiday, plus bank holidays (increases with length of service)
* Enjoy your birthday off
* Free annual travel insurance, which includes your family and / or partner
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