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Service Desk Team Leader

Apply2020-03-25 18:30:192021-03-10GCS Recruitment

Service Desk Team Leader

Date posted: March 25, 2020
£145 - £154 per day
Any, South East
Freelance/Contract
Job description

Job title: Night Service Desk Team Leader

Location: Milton Keynes

Duration: 12 Months

Rate: £154 per day (equivalent of £35,000 + 15%)

­

Job Description

An exciting opportunity has arisen for an IT Service Desk Supervisor to join a company in Milton Keynes, for the duration of 12 months.

Position Overview

  • The IT Service Desk Supervisor role affects colleagues of all levels, in all of our companies, in every region of the world.
  • Being the escalation point of contact on any technology-related process, application or device, you will be responsible for managing a team that is tasked with providing first-level technical phone support by diagnosing, reporting and resolving or correcting hardware and software problems.
  • The team you will manage provides pivotal support in all aspects of the Installing, maintaining and troubleshooting of hardware and software according to company standards - re-configuring existing systems or performing system upgrades as required.

Key Responsibilities

  • Manage a team of Service Desk Analysts.
  • Prioritises workloads and conflicting demands as well as schedules to assure coverage.
  • Provides ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counselling is required.
  • Monitors trends in individual and team performance (daily, weekly, monthly).
  • Ensures that the individual and team responsibilities are performed in a timely, consistent, responsive manner.
  • Verifies the quality, accuracy and timeliness of responses and actions taken by Analysts.
  • Identifies training requirements for team and works with the Regional Service Desk Manager to develop and maintain individual training plans for team members.
  • Identifies issues and makes recommendations that will improve our procedures and collaboration with other teams.
  • Provides troubleshooting and referral assistance.

Skills and Experience

  • This position will require the successful individual to manage a team that provides technical support to users based in our Asia/Pacific territories, therefore the shift pattern will be between Sunday to Thursday, between 10pm and 7am.
  • Experience of working within a similar capacity for a Service Desk / Call Centre.
  • Technical Troubleshooting experience.
  • Familiar with a variety of the field's concepts, practices, and procedures
  • Must have excellent verbal and written communication skills
  • Bachelor's degree in computer science or equivalent is desired

GCS Computer Recruitment Services is acting as an Employment Business in relation to this vacancy.

Reference: RGNL_1585161018

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