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CDW
Peterborough
ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and serv
Job Source: CDWidpp
Peterborough, England, United Kingdom
Service Desk Analyst Peterborough, Cambridgeshire (Full-Time, On-Site) 3 months initially £220.00 per day inside IR35 A global managed service provider is seeking a dedicated and skilled Service Desk Analyst to join their end clients team in Peterborough. This is a full-time, on-site position that requires a proactive individual who can provide ex
Job Source: idppChapman Tate Associates
Corby
Position: Service Desk Manager Location: Corby (Hybrid Working) Salary: £48,000 - £60,000 Are you an experienced Service Desk Manager with a passion for IT service management and a desire to make a meaningful impact? We are seeking a dedicated professional to lead a dynamic service desk team for a reputable charity based in Corby. This hybrid role
Job Source: Chapman Tate AssociatesCDW
Peterborough
ABOUT CDW CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and serv
Job Source: CDWChapman Tate Associates
Corby
Position: Service Desk Manager Location: Corby (Hybrid Working) Salary: £48,000 - £60,000 Are you an experienced Service Desk Manager with a passion for IT service management and a desire to make a meaningful impact? We are seeking a dedicated professional to lead a dynamic service desk team for a reputable charity based in Corby. This hybrid ro
Job Source: Chapman Tate AssociatesChapman Tate Associates
Corby, England, United Kingdom
Position: Service Desk Manager Location: Corby (Hybrid Working) Salary: £48,000 - £60,000 Are you an experienced Service Desk Manager with a passion for IT service management and a desire to make a meaningful impact? We are seeking a dedicated professional to lead a dynamic service desk team for a reputable charity based in Corby. This hybrid role
Job Source: Chapman Tate AssociatesPicture More Ltd
Peterborough
Service Desk Analyst £25,000 - 27,000 per annum A global Real Estate firm are looking for a Service Desk Analyst to join their team! You will be based onsite 3 days per week in Peterborough and join a busy team, providing 1st/2nd line support to their global user base. Key responsibilities * Configuring and troubleshooting support issues * An
Job Source: Picture More LtdPicture More
Peterborough
Service Desk Analyst £24-27,000 per annum A global Real Estate firm are looking for a Service Desk Analyst to join their team! You will be based onsite 3 days per week in Peterborough and join a busy team, providing 1st/2nd line support to their global user base. Key responsibilities Configuring and troubleshooting support issues Answer requests fr
Job Source: Picture MorePeterborough, England, United Kingdom
Service Desk Team Leader - IT Service Management
Permanent
Hampton, Peterborough, Cambridge
£30,000 - £34,000 - Company benefits
Monday to Friday - Standard office hours
This role would suit someone who has experience working in a call centre environment, dealing with management of people and process. Working to service level targets on calls answers and tickets resolved. ITSM / IT would be a huge advantage!
JOB SUMMARY
Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
QUALIFICATIONS, SKILLS AND EXPERIENCE
• Awareness of ITIL methodologies and best practice
• Good working knowledge of Microsoft Word, Excel and Outlook
• Previous supervisory experience
ESSENTIAL ATTRIBUTES
• A real passion for people management and development in a large team
• A passion to deliver excellent service with service level management and experience
• Previous people management experience
• Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
• Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
• Creative and innovative problem-solving skills with an inquisitive nature
• Analytical with attention to detail
• Ability to work as a team to support and influence team members
• A desire to take ownership and accountability to see your work through to resolution
• Ability to work under pressure and to tight deadlines
• A patient, tolerant and supportive team member
KEY RESPONSIBILITIES
• Provide leadership, guidance and support to a team of service desk analysts
• Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
• Identify and deliver training and development needs in line with company procedures
• Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
• Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
• Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
If you have the outlined skill and experience please apply now!
Email Alert for Service Desk Team Leader - IT Service Management jobs in Peterborough, England, United Kingdom
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