Role: Service Desk Lead
Salary: GBP30,000 - GBP40,000
Location: Wiltshire - 3 days p/w on site
We are looking for an enthusiastic Service/Support Desk Lead to join their team. As a leader in their field, our client prioritises excellence, creativity, and efficiency in all aspects of our work. They are seeking likeminded individuals to drive success through various channels, Service/Support desk being their main priority.
Key Experience Required:
- Leading a team in a Service Desk environment.
- Proficiency in JIRA, including setting up processes, portals, and automations, as well as reporting and trend analysis.
- Experience in triage processes, documentation, and updating runbooks.
- Familiarity with manual processes, change request writing, SQL for data updates, SFTP, and portal creation on JIRA.
- Strong process management and workflow management skills.
- Enthusiastic and motivated to lead a team towards success.
- Experienced in leading teams and working within a Service Desk environment.
- Proficient in JIRA with the ability to set up processes, portals, and automations.
- Skilled in reporting and identifying common trends in issues raised using JIRA.
- Knowledgeable in UML (Lucid, draw IO, Visio) for diagramming and process visualisation.
Software Support Responsibilities:
- Handling manual tasks across multiple platforms.
- Writing and delegating the use of runbooks.
- Providing network support.
- Maintain clear communication with internal stakeholders.
- Develop a roadmap to expand Service Desk processes across multiple sites.