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Service Desk Team Leader job in Welwyn Garden City

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Job Ref:  204717427
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Welwyn Garden City
Post Code:  AL7
Salary:  £30000 - £32000/annum
24/10/2016 11:15
Job Title: Service Desk Team Leader
Salary: £30,000-32,000 per annum
Location: Welwyn Garden City
Contract: Perm, Full Time

Currently seeking an experienced Service Desk Team Leader to manage and support a dedicated Service Desk team to provide consistent IT Technical support to all company headquarters and field staff. You will be expected to perform as one of the team as well as being a technical resource and escalation point for the team.

The Job

Manage the performance of the Service Desk team and individuals
Prioritise workloads and ensure calls are dealt with effectively
Manage team rota?s and KPI?s
Manage service desk software
Act as the first point of contact for escalation of technical issues or complaints
Maintain a high level of customer service at all times
Deputise for Operations manager when required
Liaise with infrastructure team and 3rd parties to support server and network issues
Administer Office 365 and other cloud services
Ensure service desk is manned at all times during hours of operation
Monitor asset management system
Assist in providing automation, self-help guides etc.
Report of re-occurring requests/problems with the view to process how to reduce these
The Person

Previous experience of leading a team and managing workloads
A strong customer service/support background
Experience setting and monitoring targets
Strong organisational and prioritisation skills
An open approach to sharing knowledge
Innovative approach to achieving continuous improvement
Experience supporting in a Wintel environment
Essential IT Skills

Microsoft Windows 7-10
Active Directory
Networking (understanding of TCP/IP, bandwidth, mobile networking)
Office 365 knowledge
Understanding of Server Virtualisation
Operating System and Application deployment
Basic server technologies such as DNA, DHCP, IIS
Providing remote support
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