Your newpany, my client, is looking for a Service Desk Lead. This is a hybrid role, working 2 days a week on-site, based in Birmingham. They are looking for a strong service desk lead, who has experience working with stakeholders and customers, hands-on experience working as a service desk analyst, someone who is a safe pair of hands, proactive and can take initiative. You will be responsible for managing escalations, making rotas, creating reports.The experience below is essential for this role:
1. Service Desk Lead Experience
2. Stakeholder Management Experience
3. Hands on Service Desk Experience
4. Power Bi
5. Experience with ITIL will be a plus
Key Responsibilities:
6. Being the first point of contact for escalations from the service desk
7. Managing the service desk analysts
8. Providing hands-on support if needed
9. Creating rotas
10. Creating reports
11. Keeping stakeholders and customers updated