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SalaryThe 2nd Line Service Desk Deputy Shift Lead will play a crucial role in providing technical support and leadership within the IT Service Desk. This position is responsible for assisting the Shift Lead in overseeing the daily operations of the 2nd Line support team, ensuring high-quality service delivery, and resolving complex technical issues. The Deputy Shift Lead will also actively participate in troubleshooting, escalation management, and mentorship of junior staff.
Key Responsibilities:
Technical Support:
- Provide advanced technical support to end-users, addressing escalated issues from the 1st Line support team.
- Troubleshoot and resolve complex hardware and software problems.
- Act as a subject matter expert for specialized applications or systems.
- Assist the Shift Lead in managing the day-to-day operations of the 2nd Line support team. This will include managing holiday requests and sick leave etc.
- Prioritise and delegate tasks effectively to meet service level agreements (SLAs).
- Monitor team performance and provide constructive feedback.
- Handle escalated incidents and service requests, ensuring timely resolution and customer satisfaction.
- Collaborate with other IT teams to address issues requiring higher-level expertise.
- Provide guidance and mentorship to junior team members.
- Conduct training sessions to enhance the technical skills of the team.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience in a 2nd Line Service Desk or technical support role.
- Excellent communication and interpersonal skills.
- Leadership experience or demonstrated ability to lead a team.
- Familiarity with remote support tools and ticketing systems.
- Experience with IT service management tools (e.g., ServiceNow).
- Knowledge of network protocols and configurations.
- Certifications in relevant technologies (e.g., Microsoft, Cisco).
- This position requires working to a shift pattern which will include nights/weekends based on the operational needs.
- Due to the nature of the role you must also be eligible for Security Clearance (SC).
