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IT Service Desk Team Leader

Apply 2019-09-12 15:20:08 1970-01-01 Butler Rose

IT Service Desk Team Leader

Date posted: September 12, 2019
Oxfordshire, England
Fixed Term Contract
Job description
Butler Rose is currently working with a reputable business in the search for an IT Service Desk Team Leader, based in Bicester. This is a 3 months contract so you will need to be immediately available to start.

As the IT Service Desk Team Leader you will be working with the internal service desk team supporting the 1st and 2nd line Analysts.

Key duties:

• Responsible for a team of up to 8 team members.
• Weekly reporting and meetings with the IT Manager
• Ensuring all team members are sticking to agreed KPI’s
• Responsible for handling all communication for the business via telephone, email and onsite visits.
• Log all incidents and service requests on the IT service tool
• Perform first line resolution by undertaking initial diagnosis, categorisation and prioritization of all incidents
• You will be responsible for keeping customers notified and informed on the status and progress of incidents and requests in a timely manner
• Monitor ticket queues to ensure all tickets are updated within the defined SLA
• You will need to adhere to Service Desk code of conduct, processes and procedures in all aspects

The successful candidate will be personable, with the ability to adapt communication styles. They will need to acts swiftly and decisively to ensure you handle incidents and problem with efficacy and accuracy. They will hold experience of working within a IT Service Desk team leader position with 1st line or 2nd line support with desirable skills in ITIL V3 qualified to foundation level or MCITP - Microsoft Certified IT Professional but not essential .

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.
Reference: CO120919_1568298007