Service Desk Team Leader

  • Permanent
  • Salisbury, South West
  • Posted 6th November 2018
  • £35000.00 - £45000.00 per Annum + 26 days, Pension, HC
  • Ref: 0124785
Service Desk Team Leader / Manager required by national, market leading financial services business based in Salisbury. The successful Service Desk Team Leader / Manager will lead a small but growing IT support team, providing proactive knowledge, back-up and assistance to the other members of the team.

The Service Desk Team Leader / Manager will be responsible for the IT team providing 1st & 2nd line support, maintaining PCs/laptops, operating systems, plus all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects & activities and is responsible for both day-to-day management of IT support, as well as monthly service reporting (tickets, SLAs, trends) to senior management.

Required background
*Used to providing and managing desktop support, plus resolution of IT problems
*Ensure the logging and efficient managing of helpdesk tickets
*Managing workflow & team resources, to meet helpdesk targets
*Liaise with and raise complex issues with outsourced IT providers
*Escalate IT issues to the senior management team, where necessary
*Responsible for IT procurement
*Manage the log of IT inventory and ensure sufficient spares are maintained
*Where appropriate, provide staff guidance/training/mentoring
*Setting up workstations (PC/Windows, plus some Apple Mac)
*User account management (create, modify & disable; phone profiles)
*Configuring, supporting and troubleshooting: desktop, printers, and network connectivity, including patching
*Ensure monitoring of web and email filters
*Ensuring security/antivirus installation and upgrades are applied to PCs/ laptops and kept up-to-date
*Microsoft Office and Outlook
*Performing administrative/support duties, as required, to meet specific operational objectives
*Providing senior assistance & support to colleagues in IT-related matters
*Where possible, use automated methods/tools to deploy software & updates
*Continuous improvement of the service desk through consultation with end users and review of processes/tools

Essential
*Previous experience of 1st and 2nd line work, leading IT support
*Use to producing monthly helpdesk reporting (tickets, SLAs, trends, etc.)
*Excellent written and verbal communication skills
*Excellent time management skills, to arrange work and meet deadlines, both personally and for the team
*Knowledge of Windows 10, customisation and configuration, ideally deployed in networked business environment of 200+ users
*Attention to detail
*Flexible Attitude
*Problem solving ability
*Well organised, enthusiastic and self-motivated
*Valid UK driving license - some travel expected

Desirable
*MCP (Microsoft Certified Professional) in Desktop Support
*Strong office domain network background

This exciting role comes with an excellent salary between £35,000-45,000 p/a (Based on experience) and a great benefits package which includes 26 days holiday, a contributory pension, healthcare, life assurance and home working.

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