Service Desk Team Leader - ITIL

Our Financial based client is looking for a Service Desk Team Leader to lead a team of talented Service Desk Engineers.

Lead, manage and coordinate Service Desk analysts in their daily duties of handling colleague contacts and resolve/fulfil incident and requests in a timely manner whilst facilitating good customer service culture within the team
Evaluate and assess Service Desk analyst performance via metrics and reporting, metrics and work with analysts to address any underperformance
Ensure quality and assurance checks against each analyst is undertaken to ensure tickets are being raised containing all necessary information such as good summary and description information, are categorised and are being triaged etc. and take action toaddress any quality of issues
Review all colleague complaints and escalations to Service Desk, rectify any issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
Continually review Service Desk operations, processes and tooling to determine how effective they are, identifying alternative ones to improve the delivery of the services the Service Desk provides.
Manage the rota of Service Desk Analysts to ensure resources are available throughout shift cover

N.B. This is a 12 Month FTC - extensions highly likely

Keyskills :
AssuranceComplaintsITILMetricsReporting

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