Job Purpose:

  • Able to work autonomously, be proactive and suggesting improvements, without waiting for Management guidance to provide ideas
  • Ability to adapt to changes quickly
  • Self-motivated and self Job Purpose:

The IT Service Desk Team Lead will manage the day-to-day operations of the Service Desk ensuing that customer requirements are met; including prioritisation, escalation, communication and resolution of incidents and requests. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner as well as carrying out routine proactive checks on the queue.

As we deliver various improvements to our ITSM capability over the coming months, this individual will be expected to contribute to strategic conversations and activities and play a key role in the on boarding on the ITIL standards.

Lines of Responsibility:

Reports to: IT Service Manager

The ideal candidate will lead by example by providing exceptional customer service and foster a strong working relationship with internal IT teams and external service providers. They will manage the day-to-day activities and performance of the team and ensure that KPI targets are met and performance targets adhered to. They will develop the service desk team to enable them to fulfil their objective of delivering exceptional customer service and timely resolution to customers’ incidents and requests. This individual will also play a key role in the support and adoption of the ITIL framework across the IT Department.

Duties include:

  • Monitoring queues, assigning tickets and checking tickets quality
  • VIP Support
  • Monitoring SLA
  • Liaise with Infrastructure Team for the acceptance of New/service enhancements in BAU Support
  • Incident and Problem management
  • Change Management and CAB process
  • Monitor housekeeping activities
  • Manage SD project activities
  • Maintain approved Software Installs
  • Troubleshooting
  • Desktop builds
  • Floor walks
  • Scheduled proactive maintenance activities
  • Joiners/leavers/movers
  • Lloyds visits
  • 3rd party call logging
  • General BAU activities
  • Contributor to ongoing Service Improvement Plan

Experience:

  • Extensive support experience in an ITIL environment. ITIL qualified to foundation level. Any Intermediate capability modules would be a bonus
  • Microsoft’s core business applications and operating systems
  • Remote access solution support e.g. VPN, RDP and Remote Desktop Control
  • Understanding of WAN and LAN connectivity, routers, firewalls, and security
  • Insurance experience preferable
  • Able to contribute to the design and implementation of new ITSM processes
  • Experience of working with ITSM Tools (such as ServiceNow) to deliver support services
  • Vendor Management and dealing with 3rd party suppliers
  • Any exposure to a Group structure or a global team would be an advantage

Skills/Attributes:

  • Customer focussed and service orientated
  • Team player who will contribute fully to the success of your team
  • Passionate about delivering an excellent service to customers and will constantly strive to improve the services provided
  • Constantly mindful of CSI, delivering and planning initiatives to improve ways of working, reduce costs and drive innovation
  • Able to work autonomously, be proactive and suggesting improvements, without waiting for Management guidance to provide ideas
  • Ability to adapt to changes quickly
  • Self-motivated and self-disciplined and able to remain calm under pressure
  • Flexibility and adaptability – able to grow with an organisation
  • Understanding of key IT Infrastructure and Development best practices