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IT Service Desk Team Leader

Job Title: IT Service Desk Team Leader
Contract Type: Permanent
Location: Peterborough, Cambridgeshire
Salary: £26,000
REF: ASH17070SH3_1536138150
Contact Name: Sheryl Hannan
Contact Email:
Job Published: 8 months ago

Job Description

The Ashdown Group has been engaged by a highly respected property services firm, to assist in their search for a Technical Service Desk Team Leader.

This role will be a 70/30 mix of technical support and team leadership, As well as providing support you will be responsible for queue management monitoring, work allocation, manage the rotas, support the service desk analyst and provide incident and performance reports to the service desk manager.

Key responsibilities include making sure that all work is carried out to ITIL standards and procedures, therefore you should have a strong knowledge of ITIL framework and / or be ITIL qualified.

To be considered for this role, you must have experience within a Service Desk or Help Desk environment, providing user support, via, phone, email or remote access across the following technologies Windows XP/VISTA/Windows 7/Exchange 2003/Microsoft Office 2007/2010/2103 incl. Office 365 and Lync. Ideally you will have some knowledge of Active Directory, Mimecast, K Vault Email archiving and CRM( MS Dynamics).

As the Service Desk Analyst, you will be responsible for providing 1st line support services and functions for a number of sites and locations. You will be expected to resolve calls and requests against defined service levels. You will also provide quick break-fix solutions to customers, technical advice and expertise in relation to desktop hardware and software, and escalate queries to the appropriate team.

We are looking for a real team player, someone who can build relationships with the Service Desk team, Support teams, Project teams, suppliers and senior management. Therefore, the successful candidate must have excellent communication skills , combined with superior customer service skills.

You must be able to work under pressure, pro-actively seek solutions to problems, be willing to learn, with a get up and go attitude.

If you believe that you have the skills and aptitude to succeed in a role of this nature and would like to apply, please submit a current copy of your CV in Word format quoting reference ASH17070SH3 in your SUBJECT LINE.