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Service Desk Team Leader

Job Reference: JS16271CF

Salary: £45000 - £55000 Per Annum Bonus + Brilliant Benefits

Salary per: Annum

Job Duration:

Vacancy Posted: 10-04-2019

Contract Type: Permanent

Location: England, Greater London, London

Service Desk Team Leader

Our global, well renowned and highly respected client is looking for an experienced Service Desk Team Leader to join their team based in London on a permanent basis. The Service Desk team Leader will be responsible for a team of 5, reporting into the Head of IT Infrastructure. The Service Desk team Leader will also be responsible for driving performance against agreed SLA’s as well as providing an excellent customer experience.

Service Desk Team Leader – Key Skills:

* Have the ability to communicate with staff at all levels
* Team motivational skills
* Currently supported Windows desktop OS software
* A knowledge of MS Office suite applications and o365
* Software licensing administration
* Active directory
* VOIP Telephony systems
* Have experience of leading a team
* Hardware and software deployment experience
* Experience of installing PC hardware and printers
* VPN/Firewall technology experience
* User account administration experience
* Microsoft licensing administration

Service Desk Team Leader – Responsibilities:

* Provide a single point of contact to the business for the provision of service desk services into the business
* Manage a team of Service Desk analytics in a "follow-the-sun" type process
* As an IT Service Desk team Leader you will be responsible for planning and prioritisation of IT Support Team activities
* Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
* Proposes, discusses and evaluates potential solutions with service providers and implements agreed modifications or workarounds as directed
* Develop metrics and templates to evaluate technical support issue response times and problem-solving skills of team; compile reports on SLA targets/numbers/types of request, analyse the data and then communicate
* Provides out of hours support as required by the prevailing arrangements within the team
* For all requests that cannot be resolves immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures

Service Desk Team Leader – Benefits:

* Annual Leave
* Bonus (from 2020)
* Salary review (from 2020)
* Matched pension scheme – up to 8%
* Personal Private Health Insurance
* Death in Service
* Discount vouchers
* Many, many more brilliant benefitS

Service Desk Team Leader

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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