Current Vacancies

Vacancy

Service Desk Manager

Reference: SDM00001

Closing Date: 30th September 2021

Hours: 40 hours per week, 08:30 - 17:30

Location: Work from home / London

Tenure: 18 month fixed term contract

Salary: £36,000 pa

As the Service Desk Manager you will work with the Executive Team to proactively manage IT teams delivering service desk, support and infrastructure services.

Key Duties and Responsibilities

  • Proactive service delivery and customer service excellence
  • Manage and act as an escalation point to assist 1st and 2nd line support staff
  • Perform the investigation and resolution of complex operational incidents, recurring incidents and problems relating to support
  • Perform changes as required in alignment with the Change Management Process
  • Perform project work as required acting as subject matter expert for Service Desk
  • Establish and apply standards for hardware and software
  • Create, deploy and maintain standard equipment build images
  • Delivery and ownership of service improvement plans
  • Management reporting and ownership of escalations
  • Assisting in the on-boarding 'service transition' of new customers
  • Continuously driving service and people improvements

Qualifications and Experience

  • Degree (or equivalent) in Computer Science or related subject
  • Previous experience within a Service Management Environment
  • ITIL exposure or accreditation to a foundation level
  • Previous experience in a Senior IT role
  • Relevant experience in a 3rd Line Support Role

Skills and Knowledge

  • General knowledge of Storage, Virtualisation, Networking, Application and EUC
  • Ideally holds certification in one, or more, of the following disciplines – Storage, Virtualisation, Networking, Application and EUC.
  • Ability to break down incidents into technology and service components in order to plan, co-ordinate and restore operational IT services
  • Excellent written and oral communication skills with the ability to convey the right level of information to technical and non-technical people alike
  • Excellent working knowledge of Microsoft tools - Office, Visio and Project

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