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IT Service Desk Team Leader

Change Recruitment
Job LocationEdinburgh
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Are you an experienced IT Service Desk Team LeaderDo you have excellent customer service skillsWould you like to lead a Global teamYour responsibilities include:

  • Day to day management and development of the Global IT Service Desk team
  • Look for ways to improve the overall support services
  • To ensure the resolution of all IT incidents and service requests
  • Regular analysis and reporting on team performance
  • End to end ownership, communication and accurate ticket logging of all incidents and service requests.
  • Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients
  • Development of team members, including both technical and soft skills through 1 to 1 mentoring and training.
  • Successfully follow the agreed ITIL based processes and procedures.
  • Support and maintain all desktop/laptop systems and printers.
  • Responsible for IT knowledge management to ensure the necessary information up to date and is available to the right people at the right time.
    • Required skills & experience:
  • Previous Team Leader experience
  • Excellent Customer Service skills
  • Analysis and troubleshooting skills of all IT incidents
  • Flexibility: may occasionally be required to work evenings and weekends
  • Consistently working to provide a responsive, effective and personable IT support service to exceed customer expectations.
  • Ability to identify business impacting incidents and escalate according to the escalation process
  • Ability to mentor and coach staff to fulfil their potential
  • Ability to work well under pressure
    • Technical skills:
  • Windows 10
  • Microsoft Active Directory administration.
  • Knowledge of ADSL and WiFi technologies.
  • Knowledge of RIM Blackberry devices.
  • Production of support documentation.
  • Installation/moves of hardware such as printers, digital senders, MFDs (multi-function devices), PCs and all peripheral items.
  • Knowledge of remote working solutions such as ADSL, Broadband, 4G and VPNs (virtual private network).
  • Knowledge of building PCs and troubleshooting support issues.
  • Knowledge of audio visual equipment and solutions
    • This is a fantastic opportunity to join this leading company who offer a great working environment.For more information please get in touch asap

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