Service Desk Team Leader – 1st Line - West Bromwich (PR/CR/009433) West Bromwich, England
| Salary: | GBP34000 - GBP38000 per annum |
Service Desk Team Leader – 1st Line - West Bromwich
Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory
Service Desk Team Leader required for a leading organisation based in West Bromwich where you will be responsible for ensuring all requests and incidents received are dealt with in a timely and professional manner. Adhering to Incident, problem, request for service and change management processes. Using the Service Management toolset to achieve Service Level targets.
Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory
Key responsibilities of the role
- Ensure all requests to the Service Desk are managed in a consistent and timely manner.
- Ensure Service Desk functions as a single point of contact for all customers.
- Adopt ITIL best practices for incident, request, change, problem, configuration and knowledge management.
- Ensure Major Incident Process is correctly followed, and appropriate communications are issued to the business in a timely manner.
- Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews.
Key skills of the role
- Demonstrable experience of leading a Service Desk and knowledge of using service desk software and an understanding of service level management/ITIL.
- Experience and knowledge of Incident, Problem and Change Management.
- Knowledge of Windows Server administration such as 2003/8, AD/File and Print, SCCM.
- Basic understanding of Citrix and using Citrix Management tools to aid in troubleshooting.
- A working knowledge of Network topologies and the hardware setup that supports them.
- A strong knowledge of Microsoft based systems such as Office365.
- ITIL Service Management Foundation Certificate or equivalent.
Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory
The salary my client is offering for this position is between £34,000 and £38,000 per annum depending on experience.
Interested?! Send your up to date CV to Claire Ingram at Crimson for review
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Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory