It Service Desk Team Lead

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future shapers. Experience makers.

The Role

As an IT Service Desk Team Lead you will be responsible for managing a group of Service Desk analysts who provide support to customers and users of various IT systems and particularly SAP and Agresso applications. You will require excellent communication skills, both written and verbal, to interact effectively with customers, users, and colleagues. Additionally, you need to have some leadership skills, such as delegation, motivation, feedback, and conflict resolution.

The IT Service desk is open from 8.00am to 6.00pm – Monday to Friday, you will be expected to participate in a rota to provide this level of cover.

As part of your role, you will be responsible for:

• Conducting and monitoring problem and incident resolution and root cause analysis for first level calls in line with current SLA’s.
• Checking and confirming your team maintain up to date call and problem records in the appropriate service management/call handling system.
• Commitment to supporting the procedures around system administration which safeguards the integrity of the system.
• Providing MI for service tickets, escalation, and priority tickets and service ticket trend information.
• Assigning complex incidents to the appropriate ICT support team and escalating major incidents to the Application Lead and Head of ICT.
• Supporting hyper care calls with our clients following a Pulse.
• Acting as a point of contact for the annual audit.
• Documenting and leading all open issues, communicating regularly with our clients and internal stakeholders.

Skills & Experience Required

• Team leader or equivalent experience who can lead, develop, and manage a team.
• Working knowledge of a reporting role and related reporting systems within an IT or Service Desk environment.
• Experience of working with clients.
• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
• Ability to work well with others, as well as independently.
• Attention to detail.

Essential:

• Knowledge of SAP and Agresso ERP systems

Desirable:

• Working knowledge of HR/PY/FI/P2P

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.