1. Job Title: 2nd Line Support/Service Desk Team Leader (Onsite)
Venn Group are currently working with a public sector organisation in the North West to recruit a 2nd Line Support/Service Desk Team Leader on an initial 3 Month contracted job.
2. Job Specification:
The main duties are as follows:
The SD Team Leader would be responsible for the management of the Service Desk within the IT Services Department; this includes the receipt of all issues, queries and requests reported by all users in addition to providing a full Service Desk service to all IT system users.
Ensure that all calls are assessed and responded to promptly and prioritise workloads to facilitate an appropriate resolution for IM&T issues.
Ensuring that a quality Technical Service Support, including a Service Desk, is delivered and that it meets agreed requirements, particularly fit for purpose, efficiency, availability, reliability, usability, performance, security and safety
Regularly monitoring a range of complex incidents, assessing status and speed of resolution of enquires and problems, undertaking site visits to resolve persistent or high impact problems, prioritising and resolving high impact incidents
Pro-active in devising improvements and recommending changes to systems, products or services, implementing as necessary
Responsible for all delegated activities and decisions, making reference to the Service Support Manager only by exception
Ensuring adherence to escalation procedures outlined within the IT Service Department Service Charter, being the first escalation level for customer complaints, dealing with the issue to a satisfactory outcome and prevent further escalation
Ensuring each Incident is triaged and responded to in line with agreed response and target fix times in the departments Service Charter
To apply for this role or to find out about other Technology jobs, please contact Aadil Adam & Claude Kunzli on the IT Recruitment team on 0161 830 1830 or email@example.com
Venn Group is an equal opportunities employment business and employment agency and welcomes applications from all candidates.