Senior Service Desk Technician - Liverpool Full-time office-based role (5 days/week)
A growing retail company seeks a Senior Service Desk Technician provide hands on senior level service desk support, to mentor junior staff and support the Service Desk Manager.
Key Responsibilities:
* Assist in supervising Service Desk staff
* Manage IT support queue and aid technicians
* Monitor SLAs and escalate issues
* Support metrics reporting and distribution
* Provide manager coverage during leave
* Maintain on-call rota and out-of-hours support
* Participate in incident, problem, and change management processes
* Analyze trends to prevent recurring issues
* Gather and act on user feedback
* Ensure compliance with policies and procedures
Required Experience:
* 1+ years in a team leader role
* 3+ years as a Service Desk Technician
* Strong problem-solving and communication skills
* Experience with ITIL framework and ITSM systems
* Proficiency in tools like Asana, Google Apps, and ITSM software
* Ability to work autonomously and think innovatively
* Experience in stakeholder management and facilitating meetings
This role offers an excellent opportunity for an experienced Service Desk Technician to advance into a leadership position.
To apply, please submit your CV for immediate consideration.
Ascent People is the acting employm...