Service Desk Team Leader – 1st Line – West Bromwich

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Service Desk Team Leader – 1st Line – West Bromwich

Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

Service Desk Team Leader required for a leading organisation based in West Bromwich where you will be responsible for ensuring all requests and incidents received are dealt with in a timely and professional manner. Adhering to Incident, problem, request for service and change management processes. Using the Service Management toolset to achieve Service Level targets.

Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

Key responsibilities of the role

  • Ensure all requests to the Service Desk are managed in a consistent and timely manner.
  • Ensure Service Desk functions as a single point of contact for all customers.
  • Adopt ITIL best practices for incident, request, change, problem, configuration and knowledge management.
  • Ensure Major Incident Process is correctly followed, and appropriate communications are issued to the business in a timely manner.
  • Produce regular statistics and management reports for Senior Managers against set KPIs/SLAs, including undertaking regular service reviews.

Key skills of the role

  • Demonstrable experience of leading a Service Desk and knowledge of using service desk software and an understanding of service level management/ITIL.
  • Experience and knowledge of Incident, Problem and Change Management.
  • Knowledge of Windows Server administration such as 2003/8, AD/File and Print, SCCM.
  • Basic understanding of Citrix and using Citrix Management tools to aid in troubleshooting.
  • A working knowledge of Network topologies and the hardware setup that supports them.
  • A strong knowledge of Microsoft based systems such as Office365.
  • ITIL Service Management Foundation Certificate or equivalent.

Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

The salary my client is offering for this position is between £34,000 and £38,000 per annum depending on experience.

Interested?! Send your up to date CV to Claire Ingram at Crimson for review

Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers. http://info.crimson.co.uk/referafriend

Crimson are acting as an employment agency in regard to this vacancy

Service Desk / 1st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

To apply for this job please visit www.aplitrak.com.