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Trust Systems Ltd are currently seeking a Service Desk Shift Lead to join its IT Service Desk team based in Cirencester Office Park close to Cheltenham, Gloucester, and Swindon. This role will be on the night shift team full time.
You will be leading a small night shift team as part of the larger 24/7 Service Desk.
This is an important role which will involve providing effective IT helpdesk support to numerous customers and thousands of devices out of hours to support our managed service. The role will be varied as the business continues to grow, spanning deskside support through to large-scale IT rollouts, this role will also include supporting the 1 st line members of the team to hit KPIs and Service Desk Targets, and being a first point of technical escalation.
Job Description:
- Supporting the 1 st line team in hitting set targets and keeping up standards
- Being first point of technical escalation
- Working with the existing Service Desk Leadership team to hit SD wide KPIs and goals
- Scheduling and managing night shift tasks and responsibilities.
- The role may be developed to include more Line management and oversight of Night Shift Rota
Night Shift Main duties involve dealing with:
-Limited First-line queries such as password and system resets and new user profile creation
- Active monitoring of customer outages using industry-standard solutions
- New equipment & hardware builds
- Following processes and established knowledgebases for tasks handed over from other shifts
- Conducting data backups and working with patching software (MECM/PMPC)
- Managing cases via the Service Now Platform
- Meeting set KPI’s
- To demonstrate an understanding of Trust Systems ISO certifications and the obligations within this role
Key skills, experience, and qualifications:
To apply, you would preferably have proven IT support experience gained in a similar role, a willingness to learn and adapt is a must. You must also have first-class skills in written and spoken English with excellent grammar, along with an organised approach and an ability to prioritise. Personally, you will be enthusiastic and keen to progress in a vibrant, forward-thinking business, experience in leading a team at any level is required to move forward for this role.
An independent attitude and work ethic are essential to success in this role, and while you will be part of a larger team, you will be expected to be able to work independently within the work hours.
Availability to work in a shift pattern
You will also need to demonstrate an understanding of Windows desktop operating systems and applications.
A working knowledge of Windows Server Operating Systems, Active Directory & Group Policies and Networking technologies would be beneficial but not essential at this stage.
The Successful Applicant:
The successful candidate will be rewarded with great training, a positive environment in which to work and a competitive package including a company contribution pension, annual bonus scheme, private healthcare and staff events.
We see this very much as a fantastic opportunity to join a growing, fresh and vibrant company with a great foundation and even bigger plans for the future.
Due to the nature of our client, you will need to pass a background check to BPSS Standard – applicants that do not meet this requirement cannot be progressed. If you are unsure on your eligibility for BPSS please contact us at hr@trustsystems.co.uk
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
IT Services and IT Consulting
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