Job Title: IT Service Desk
Location: Leeds, UK (Onsite)
Job Type: FTC
Job Description-
Service Desk and Incident Management
Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
Service Delivery and Performance Monitoring
Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management
Analyze trends in incidents and service requests to identify recurring issues and recommend improvements
Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes
Governance and Compliance
Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements
Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation
Change and Problem Management
Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions
Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures
Resource and Vendor Coordination
Assist in budgeting and resource allocation for technical projects and service delivery
Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance
Team Leadership and Development
Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth
Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge
Stakeholder Communication
Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs
Communicate service status, changes, and incidents effectively to stakeholders