Service Desk Team Leader - Remote - £17.09 per hour
 
This post is for 6 months to cover an internal secondment which ends on 30th September 2023.
Our client is looking for a Service Desk Team Leader to act as a deputy manager for the ICT Service Desk to ensure the delivery of first line support as a single point of contact for NRW staff experiencing a range of technical problems.  To own and oversee the ITIL Problem Management processes.
 
Service Desk Team Leader key accountabilities:

Supervise the service desk and act as the duty incident manager
Handle operational escalation from Service Desk Analysts on the Service Desk liaising with Team Leader
Working on the Service Desk directly and advising Service Desk Analysts, taking key decisions to identify major and urgent incidents, and to identify potential problems
Maintain a strong relationship with the ICT Service Desk Manager to escalate a range of issues arriving at first and second line level
Work closely with the ICT Service Desk Team Manager to supervise and mentor Service Desk Analysts, Trainees and Apprentices and support their learning and development
Take responsibility for analysis of management information to identify impending breaches of Service level Agreements and taking immediate action to resolve
Owning the ITIL Problem management process, analysing management information to identify any trends that may suggest an underlying issue resulting in multiple problems and/ or calls to the service desk. Once such an issue has been identified, bringing together the "Problem" team to find a resolution, escalating the issuer to the service delivery manager if no resolution is possible
Required to take part in incident response activities 
Service Desk Team Leader requirements and qualifications:

High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them
ITIL Foundation certified and having worked in an ITIL environment
Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user's experience. Proven ability to work collaboratively in a team and build relationships
Ability to analyse complex technical issues and requests, learning new systems quickly and helping others to do the same
Knowledge of Incident Management and Problem Management
Ability to work within a high-pressure environment, to proactively plan and co-ordinate resources to achieve results within agreed timescales