Job Summary
The Service Desk Track Lead is a key role, tasked with managing a team of Service Desk Analysts. The post holder is responsible for overseeing the day-to-day effectiveness of service performance and ensuring that all targets are met.\\\\r\\\\nThe post holder is expected to work effectively within a large team, working most closely with Service Managers and Senior Service Desk Analysts, in order to drive service improvements. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and chat appointment-based service.\\\\r\\\\nThis role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge as well as Client handling experience.
Key Responsibilities
Excellent verbal and written communication skills\\\\r\\\\n• An active / empathic listener\\\\r\\\\n• Excellent organizational skills with the ability to multi-task\\\\r\\\\n• Ability to manage own time effectively and to be prompt and punctual to ensure smooth daily operations\\\\r\\\\n• Experience of working effectively within a team and collaborating with others to achieve a goal\\\\r\\\\n• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques\\\\r\\\\n• Drive, self-motivation and ability to work under own initiative\\\\r\\\\n• Knowledge and understanding of best practice frameworks (such as ITIL) for the delivery of IT services\\\\r\\\\n• Sound knowledge and experience of supporting range of IT applications, platforms and technologies. Work with other IT teams to resolve complex issues and improve overall service delivery.\\\\r\\\\n• Ability to clearly and accurately communicate processes and procedures verbally and in writing\\\\r\\\\n• Ability to produce management information reports from ITSM systems. Track and report on service desk performance metrics, such as response times and resolution rates etc.\\\\r\\\\n• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources\\\\r\\\\n• Experience of developing professional and effective working relationships with customers and key stakeholders\\\\r\\\\n• Experience of delivering a high level of customer service\\\\r\\\\n• The necessary skills and attributes to integrate successfully into a busy team\\\\r\\\\n• Experience of coaching and/or mentoring staff by providing training and support to team members to enhance their skills and knowledge.\\\\r\\\\n• Experience of managing the work of others under high pressure.\\\\r\\\\n• Should be willing to work onsite 5 days a week\\\\r\\\\n• Identify areas for improvement and implement changes to enhance service desk efficiency\\\\r\\\\nKnowledge and experience of best practice in customer service and/or IT service management
Skill Requirements
• Education: A bachelor\\\\\\\'s degree in IT, Computer Science, or a related field is often required.\\\\r\\\\n• Experience: At least 5 years of IT support experience, with 2+ years in a leadership role.\\\\r\\\\n• Certifications: ITIL certification is commonly preferred, along with other relevant technical certifications\\\\r\\\\n• Skills: Strong leadership, problem-solving, communication, Client handling and customer service skills.
Other Requirements
Education: A bachelor\\\\\\\'s degree in IT, Computer Science, or a related field is often required.\\\\r\\\\n• Experience: At least 5 years of IT support experience, with 2+ years in a leadership role.\\\\r\\\\n• Certifications: ITIL certification is commonly preferred, along with other relevant technical certifications\\\\r\\\\n• Skills: Strong leadership, problem-solving, communication, Client handling and customer service skills.\\\\r\\\\n