Overview
This role will assist the Team Leader to develop a trusted service desk that the business is proud of, maintain a high performing Service Desk, and act as an ambassador for the IT Department. It involves coordinating the 1st Line team, allocating tasks, managing tickets, and providing regular metrics to drive improvement. The role also supports onboarding, escalation handling, and participates in IT projects as required.
Responsibilities
* Coordinate, allocate and be responsible for the 1st Line team members in their daily duties, including JML, incident, change, and reporting.
* Distribute and assign support tickets to the team, ensuring response SLAs are met.
* Provide daily, weekly, and monthly metrics and KPIs to help formulate improvement opportunities.
* Ensure necessary processes are in place, adhered to, and fit for purpose.
* Keep records of weekly/monthly Service Desk operations to track customer needs and services provided.
* Support the team in onboarding new starters and handling escalations from end users relating to active tickets/requests.
* Provide IT support as part of a small Service Desk team dealing with support calls and requests for IT assistance.
* Maintain a high degree of customer service, take ownership of user problems, and communicate progress in a timely manner.
* Identify improvement opportunities and ensure they are communicated to the Service Desk Team Leader.
* Assist with assigned projects and tasks; be the go-to person for support/escalations on tickets from colleagues; deputise when the Service Desk Team Leader is absent.
Requirements / Essential experience
* Adaptable to changing IT and business requirements; ability to multi-task and share knowledge with peers.
* Microsoft Windows 10 knowledge/awareness
* Microsoft Office 2016 knowledge/awareness
* Active Directory Administration
* O365 knowledge/awareness including email support
* Aware of ITIL practices and processes
* Able to work to SLAs
* Familiar with LAN (and WAN) technologies
* Familiar with service desk technology solutions
* Familiar with VPN technologies
* Familiar with supporting internal and remote users
Experience and skills
* Good communication both written and verbal
* Strong customer service and customer focus
* Clear and confident telephone manner
* Ability to prioritise requests, problems, and other tasks
* Excellent time management and organisation
* Self-motivated with proactive attitude; able to demonstrate initiative and work independently
* Experience in the service industry
* Trading since 1989, the company is the UK's largest provider of property risk expertise and residential surveying services, with nationwide coverage and over 600 surveyors
About the employer
We are part of the LSL Property Services PLC Group, which includes Your Move and Reeds Rains, as well as the PRIMIS mortgage network. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.
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