Experience and Skills
- Graduate with at least 3 years of experience working as Service Desk personnel in the UK, with a proven track record of handling complex technical issues and leading service desk operations.
- Excellent English communication skills, demonstrated by a Versant Score of 70 or higher.
- Advanced knowledge of ITIL processes, including Incident, Change, and Problem Management, with the ability to implement and improve these processes.
- Strong expertise in Active Directory management, Microsoft 365 services, and network troubleshooting.
- Experience in mentoring junior team members and contributing to team development.
- Hands-on experience with ITSM tools like ServiceNow and remote support tools such as BeyondTrust.
- Proven ability to analyze service performance metrics and implement improvements to enhance efficiency and user satisfaction.
Responsibilities
- Lead the Service Desk team in handling Incidents and Service Requests, ensuring high-quality service delivery.
- Collaborate closely with the Service Manager to align service desk operations with business goals.
- Develop and share advanced Service Desk reports, providing insights into performance and areas for improvement.
- Drive process automation and self-service initiatives to reduce repetitive manual tasks and improve efficiency.
- Provide expert-level technical support via phone, email, live chat, and self-service platforms, ensuring a professional and user-friendly experience.
- Handle complex troubleshooting for advanced technical issues, minimizing the need for escalation to higher-level support.
- Manage and optimize Active Directory tasks, including account creation, group policy management, security access control, and directory synchronization.
- Deliver advanced support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
- Troubleshoot and resolve network issues, including DNS, DHCP, VPN, firewall, and proxy configurations.
- Utilize tools like SCCM or Intune for remote desktop and endpoint management.
- Monitor and manage IT service tickets, ensuring proper categorization, prioritization, and timely resolution.
- Create and analyze detailed reports to track service performance and recommend improvements.
- Maintain and update the knowledge base with advanced guides, FAQs, and technical documentation.
- Ensure proper ticket logging and assignment, prioritizing issues based on severity and business impact.
- Proactively follow up on incidents to meet service deadlines and prevent business interruptions.
- Escalate unresolved issues promptly to avoid prolonged downtime.
- Use ITSM tools like ServiceNow to manage tickets and workflows efficiently.
- Provide remote support using tools like BeyondTrust to resolve user issues quickly and effectively.
Soft Skills
- Exceptional customer service skills, with the ability to handle complex and high-pressure situations calmly and professionally.
- Strong leadership and mentoring abilities, fostering a collaborative and productive team environment.
- Analytical mindset with excellent problem-solving skills to address technical and operational challenges.
- Highly organized and detail-oriented, ensuring accurate documentation and efficient task management.
- Empathetic and patient, with a user-focused approach to resolving issues.
- Ability to prioritize tasks effectively and manage competing demands in a fast-paced environment.
Pay: £30,000.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in St Albans AL1 1NW
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