Service Desk Lead

Who we are

Euromonitor International is a global leader in the world of strategic market research; investigating and understanding what consumers want and need, helping businesses create products and services that cater to their preferences and trends. We are an organisation that champions flexibility, with opportunity to grow and be supported with continuous learning and development.

What you'll be doing

The Service Desk Lead is integral in driving the delivery of support services through ticket related work and project related work items for their region. This role leads a team of 5 Service Desk Analysts located across London, Vilnius & Cape Town, supporting their learning and development and ensuring that they are delivering exceptional customer service and timely resolution to customer’s needs.

The Service Desk Team Lead will help their team to resolve user support tickets, either directly with end users or indirectly via escalations from the Service Desk team members.

The Team Lead will help the Service Desk Manager to identify priorities, areas for improvement and opportunities where the adoption of new technology could help the team and the wider business.

How you'll be doing it

• Ensuring the ITSM Platform is being used by all team members to manage support tickets
• Managing adoption of ITIL processes by the team, as agreed with Service Desk Management
• Monitoring team performance targets and activities
• Ensuring that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc. and on-site availability is adequately covered
• Status reporting on Service Desk agreed KPIs to Tech Management and the wider Leadership Team community
• Product statistics & management reports for Service Desk Management and Tech Leadership
• Playing a proactive role in defining targets and service levels to ensure that they meet the needs of the customer and the business
• Ensuring that the team understands the commercial environment, the users and their needs to engage in meaningful interactions and relationships with internal & external users
• Identifying areas for improvement within the team, the wider organisation or for our clients
• Working with 3rd Party support partners/vendors as required to improve services and/or provision equipment

What you'll bring

• Strong team management & development skills
• Experience in providing high quality service to all customers, driving strong customer satisfaction
• Experience in ITIL Service Management
• Excellent communication skills – both verbal and written
• Strong organisational skills with the ability to manage responsibilities and respond to internal and external requests in a timely manner, and multi-task, as required
• Understanding of technical & digital products & architecture
• Experience troubleshooting web application and network connectivity issues
• Prior experience of providing training to team members and user groups, as required
• ITIL4 Foundation certification
• Experience working in Microsoft Azure environments and Microsoft Office 365 is beneficial

What you'll get for your hard work

• Professional Development: Grow your career with opportunities within a consultative and professional environment
• Hybrid working: 2-3 days per week in the office
• Positive Work Environment: Join a collaborative and inclusive workplace culture where your ideas are valued, diversity is celebrated, and teamwork is encouraged

(and more….!)

The interview process

• Initial Video Call; with a member of our Talent Acquisition team
• Video Call Interview; with the Hiring Manager
• Face2Face Interview; visit our London office and meet the team

The TA team will be on hand throughout the entire process to provide support. Please advise us of any reasonable adjustments needed.

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Benefits

International: not only do we have a very multinational workforce in each office, dealing with our 16 offices worldwide daily.

A nurturing culture promoting flexibility and accountability: Providing a culture for ambitious team members to grow in their career having appropriate work-life balance is critical in our values. We offer flexible hours, hybrid work from home and office as well as 15 working days from anywhere in the world. We also focus on productivity by having rules such as free-meeting Fridays and shorter working hours in the summer on Fridays.

Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.