Address
Form of workService Desk Team Lead/ Senior Service Desk Analyst
Somerset - Office based role
£30,000 - £40,000
A growing IT Services business in Somerset are looking for a Service Desk Team Lead/ Senior Service Desk Analyst to counited growth of the business.
As a Service Desk Team Lead, you will be the driving force behind the service delivery, ensuring a seamless blend of exceptional customer service and technical prowess. As a results-driven Service Desk Team Lead you will work to enhance the team stands at the forefront of innovation, delivering top-notch services to a diverse clientele.
Service Desk Team Lead Responsibilities:
- Oversee the day-to-day operations of the Service Desk, managing incoming incidents and change requests.
- Lead and develop a team of Service Engineers, conducting regular 1-2-1 meetings and collaborating on training plans.
- Monitor and maintain Service SLA KPI records, ensuring targets are consistently met.
- Implement and manage the ticket escalation process, providing feedback to the Service Engineers.
- Handle customer escalations, prioritising client needs, and ensuring empathetic and supportive responses.
- Liaise with key client stakeholders, providing feedback on trends and suggesting improvements for customer satisfaction.
Service Desk Team Lead Skills/Requirements:
- Proven experience in leading IT service teams.
- Strong background in providing technical support.
- Excellent communication and organisational skills.
- Experience in an ITIL environment is desirable.
This position will be office based 5 days a week with some flexibility when required.
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