Service Desk Lead

Marcus Donald are currently in the market for a Service Desk Lead on behalf of one of our clients based in City of London, with remote work available. You will be responsible for Monitoring platforms as well as other systems to automate, refine and improve the effectiveness and efficiency of delivering support services. Alongside ensuring the service catalogue and wider IT service operations knowledge library is well maintained and updated.

Service Desk Lead – Main Responsibilities:

• Successfully set up and install new processes, computers, networks, and software
• Keep a record of issues and faults along with the solutions, for future reference
• Working with line manager on a continuous service improvement program
• Diagnosing and fixing network problems, hardware, or software faults
• Oversee major support incidents identification/resolution and continuous service legal              reviews

Service Desk Lead – Skills Required:

• Excellent IT support skills
• Excellent communication skills – both written and verbal
• A passion for delivering first-class service and always go above and beyond to deliver to the highest standard possible
• Ability to plan well and prioritize work
• Good people and interpersonal skills
• Good hands-on and relevant technical experience from previous technical roles

Service Desk Lead – Desirables:

• Device management experience
• Understanding of Government IT Security Policy and classifications
• Educated to degree level in relevant Technical or Business area

 Service Desk Lead – Experience:

• Proven experience in managing service desk functions
• 2 years experience in a similar role/area
• Experience in implementing best practice processes specifically around ITIL

Being a Service Desk Lead, the job role comes with bonuses. Such as 25 days holiday per annum, excluding bank holidays, and private medical care with days off sick pay throughout the year. Being in this job role creates a strong career path for you to be able to achieve your desired career goals throughout the years you are at the company.

If this is a job role that interests, you or you have any more questions about the job role please do not hesitate to contact Alex Warren (awarren@marcusdonald.com) with any questions and/or queries you may have.