Responsibilities
* Prioritise and delegate tasks effectively to ensure positive customer outcomes.
* Assist third-line support with diagnostics and corrective actions for software solutions.
* Maintain clear communication with customers, including progress updates and activity logs.
* Ensure services are delivered in line with agreed Service Level Agreements.
Job Details
This role is full time, 35 hours per week, with hybrid working arrangements.
Essential Experience
* Proven track record in leading and developing high-performing service desk teams.
* Skilled in mentoring, incident management, and stakeholder engagement.
* Strong analytical, problem-solving, and reporting capabilities; familiarity with ITSM tools.
* Experience supporting bespoke web-based applications with SQL/Oracle expertise.
* Working knowledge of Staffware workflow and Oracle WebCentre Portal (Desirable).
Qualifications
* ITIL Foundation level qualification.
Security Clearance
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance. Many positions are subject to national security clearance and Trade Control restrictions, which may be affected by nationality, citizenship, or residency. Further details are available at [link].
What We Offer
* Generous holiday allowance.
* Matched contribution pension scheme, including life assurance.
* Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+.
* Employee share scheme.
* Employee shopping savings portal.
* Payment of professional fees.
* Reservists in the armed forces receive 10 days of paid leave.
* Holiday Trading allows employees to buy or sell additional leave annually, open from February to March.
* 'Be Kind Day' offers one paid day annually for volunteering.
* Excellent development opportunities and a comprehensive benefits package supporting wellbeing.
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