IT Service Desk Team Leader

Recruiter
Engie
Location
Newcastle Upon Tyne
Salary
Competitive
Posted
14 Oct 2016
Closes
20 Oct 2016
Sector
IT
Contract Type
Permanent
ENGIE are recruiting for an IT Service Desk Team Leader to be based in Newcastle. This is a permanent full time role working 37.5 hours per week. On offer is a competitive salary. General Overview: The Service Desk Team Leader is responsible for providing an efficient, cost effective and customer focused service desk which provides a single central point of contact for all users of IT, logging and managing all incidents, service and access requests. Key responsibilities: Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible Retention of end to end ownership and working with ENGIE resolver groups and third parties where required Escalation point for issues requiring escalation Provision of a facility for users to request and receive standard services Ensures appropriate technical documentation is received and service desk staff are trained for new services to be provided, whether to new or existing clients Prepare reports for distribution throughout the organisation Leads the Service Desk team ensuring effective use of resources and proactively monitors performance and addresses any concerns with the team members Leads and develops Service Desk staff and ensures appropriate levels of expertise, skills and abilities Ensures work rotas are formulated to ensure sufficient and appropriate resource levels are available at all times Analysis of incidents and problems to show trends and potential problem areas and implements actions to minimise the occurrence of incidents Manage communications to service users in the event of any service impacting issues Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team Support the Service Support Manager with the successful take-on of new services Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management A requirement to work the contracted 37.5 hours per week between the hours of 07:30hrs – 17:30hrs A requirement for periodic on call cover to provide first line support to the out of hours support contracts may be required Impact: The IT Service Desk Team Leader assists the organisation by: Ensuring incidents relating to IT service and user requests are resolved satisfactorily in a timely fashion Reporting service performance against target Identifying recurring problems that require in-depth attention Identifying ways to deliver improved service performance to customers Complexity: Ensures services are available during required hours of operation and if the call cannot be addressed by the first line teams they are appropriately directed to second and third line with ownership retained at the first line Ensures that incidents and requests are properly logged, prioritised, assigned, tracked and responded to in a timely manner meeting agreed SLA’s and according to agreed standards and procedures ensuring normal service operations are restored as quickly as possible Ensures first line investigation and diagnosis is undertaken, acting as an escalation point Ensures fulfilment of service requests is effectively managed Ensures that appropriate tools are available and staff are trained to use them, and that adequate support documentation is available and kept current including take-on of services Ensures the service desk remains efficient, cost effective and customer focused: Continually increases the amount of calls resolved within the first line teams Maintains ownership of the issue until it is resolved Ensures users and other interested parties are kept informed of progress throughout the lifecycle and that corrective action is taken to avoid or minimise delays Manages the service desk discipline, ensuring an effective and coordinated set of processes are developed and maintained Understands and reacts to changes in priorities within the business Communicates articulately with both business and technology teams Leads the development of individuals within the team, motivating colleagues and driving individual performance Supports the Service Delivery Manager with the performance management of the service desk team Escalate high priority incidents to both internal and external teams, as appropriate and professionally resolve complaints Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays Contribute ideas for improvements to the Service Support Manager Maintain support documentation of tools that are used by the Service Desk Ensure that all relevant incidents are linked to their appropriate problem Ensure that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally For more information about ENGIE please visit our website. Qualification in the field of Information Technology and / or 2 years equivalent work experience Previous experience of a senior role within an IT Service Desk Team or Contact Centre Good knowledge of a leading IT Service Desk software package and also of enterprise desktop, server and network systems and how they interlink Good knowledge of ITIL processes – particularly incident and problem management, and Request Fulfilment. Strong ability to quickly understand user requirements and issues Excellent telephone manner and communication skills, and ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels Experience of desktop operating systems, including Microsoft Windows 7 / XP Good knowledge of a leading IT Service Management Tool. Strong ability to quickly understand user requirements and issues Exceptional written and oral communication skills Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills Proven experience in a customer facing role Ability to work well within a team environment A good understanding of IT Service Desk challenges Proven analytical and problem-solving abilities Good knowledge of a leading IT Service Management Tool Working knowledge of a range of diagnostic utilities Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment Strong ability to quickly understand user requirements and issues Exceptional written and oral communication skills Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels Proven experience in a customer facing role Ability to work well within a team environment A good understanding of IT Service Desk challenges For this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community. This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers. This job was originally posted as www.totaljobs.com/job/66892429