Job Description

Job Title:

IT Service Desk

Location:

Leeds, UK (Onsite)

Job Type:

FTC

-

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