Oct

25

IT Service Desk Team Leader

October 25, 2022 | Comments Off on IT Service Desk Team Leader

Breedon are currently seeking an IT Service Desk Team Leader, to join our growing team based in Lockington, near Derby.

Reporting to the IT Service Desk Manager you will be based at Lockington Office to provide on-site support to all users there and take ownership of other IT support tasks below.

You will be responsible for a small team ensuring you are providing a polite and responsive service to all users across the group and aim to solve any reported issues\incidents in a professional and efficient manner, you will also need to escalate issues\incidents where needed to your direct line manager

Key Responsibilities:

  • Responsible for a team of 4 Service Desk analysts
  • To mentor, develop and pass on knowledge to Service Desk
  • To ensure the service desk log all requests received with a high level of quality, maintaining detailed and accurate records into the IT Helpdesk system both to inform the end user and document the issue.
  • Any issues\requests that need escalation to your line manager must be done in a timely manner to ensure the 'best in class' service is provide to all users at Breedon.
  • Resolving IT Support issues, aiming to achieve an 80%+ first time fix
  • To escalate service desk tickets and liaise with internal IT Support Technicians & Engineers
  • Quality control ensuring kit is set up correctly before being allocated to users
  • Responsible for assigning 1st line ticket requests to Service Desk staff, 2nd lined tickets to Support Technicians and 3rd line tickets to relevant Engineers
  • To take full ownership of issues and always be willing to find answers to all questions addressed to them.
  • To deal with user complaints in a polite and effective way elevating to the relevant department if required
  • Responding to Service requests by email, telephone and in person when required.
  • Work closely when required with all members of the IT team across the group.
  • To ensure IT orders are properly processed on internal systems
  • Responsible for disabling and getting kit returned for leaving staff across the group
  • Proactively support company compliance to Health and Safety legislation through adherence to company polices, processes and practices.
  • Undertake any other activity as reasonably requested by management.

Essential skills required:

  • Basic experience or understanding in IP networking & routing, supporting DHCP & DNS and Wi-Fi technologies
  • Ability to prioritise workload, flexible in approach to problems and use own initiative to achieve results.
  • Excellent communications skills.
  • Experience in a similar role would be highly beneficial
  • Professionalism and confidence at all times.

    • Specific features of this position:

  • Must have the flexibility to work in a dynamic company with a wide product range and approach their work with enthusiasm and a positive attitude.
  • Must be able to manage their own schedule and workload
  • Must be willing to support their team that cover 7am-5pm (Mon-Fri)

    • The Group places the highest importance on sustained standards of excellence in all aspects of Health, Safety and Environmental management and you will be expected to contribute to the Company's zero harm culture.

    A competitive remuneration package will be offered including pension and life assurance.

    By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.

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