Job Description
Key responsibilities: Direct line management for a team of Service desk analysts, providing feedback through 121s and formal reviews
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Draft the Service desk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service
Develop, gain agreement to, own and maintain the Incident, Critical/Major Incident and Service Request processes (ITIL) and procedures, ensuring procedures are followed, including reviews and problem analysis
Management of Incident escalations Own the knowledge base tool and develop IT Services policies and procedures for its effective use, including review and compliance
Monitor the performance of the Service Desk through the review of existing SLAs and KPI's and report against them monthly, as required by senior management Manage the onboarding of Starters / Movers / Leavers Laptop builds
Management of the Service Desk Tool (TopDesk)
Provide technical support for the team Owner of the Security questionnaires/ surveys from company customers Provide communications between the Technology and customers during incidents, planned outages and upgrades, using an array of channels and mediums
Requirements
Communication: you should communicate clearly and concisely, both orally and in writing and you understand that for good communication you must know how to listen actively and extract the necessary information-5 years of experience in designing, executing, and supporting IT cloud solutions
Leadership: you must take the responsibility to achieve the set goals and take initiative without being told what to do.
Problem solving: you are able to identify and analyse an/a existing/potential problem and find suitable solutions for each situation
Flexibility: you adapt depending on the situation and you are open to new ideas and people.
Teamwork: you are a team worker, but you can also work individually At least two years of experience as a Service Desk Manager Strong technical background.
Excellent analytical and troubleshooting skills.
Ability to work under pressure.
Strong customer service skills.
Driven, self-motivated individual Demonstrates an analytical, methodical, and systematic approach to problem-solving ITIL Foundation (Certified)
This is a full-time based at the London office reporting to the Senior IT Operations Manager.
Interested applicants must be eligible to work legally in the UK. We cannot sponsor this role