This role involves but is not limited to: 

Technical Duties:

• Incident Management: Manage and resolve complex incidents and service requests escalated by lower-level support teams, ensuring timely and effective resolution.
• Troubleshooting: Diagnose and address technical issues related to hardware, software, networking, and IT systems, providing expert-level support.
• System Monitoring: Continuously monitor IT infrastructure for anomalies and potential issues, taking proactive steps to prevent service disruptions.
• Technical Escalations: Provide advanced support to end-users, including remote and on-site troubleshooting for critical incidents.

Senior Duties:

• Mentoring: Provide mentorship and technical guidance to junior service desk engineers, fostering their development and improving team capabilities.
• Training: Conduct training sessions for both service desk staff and end-users on new technologies, systems, and best practices.
• Process Improvement: Develop, refine, and implement service desk processes and procedures to enhance efficiency and service quality.
• Performance Management: Monitor, assess, and improve the performance of the service desk team, delivering constructive feedback and implementing necessary         improvement plans.
• Reporting: Generate, analyse, and present detailed service desk performance reports to identify trends, insights, and opportunities for improvement.

Administrative Duties:

• Documentation: Ensure comprehensive and accurate documentation of incidents, service requests, and changes to support knowledge sharing and operational transparency.
• Compliance: Ensure all service desk operations align with organisational policies, standards, and regulatory requirements.
• Project Participation: Actively participate in IT projects, providing insights from the service desk perspective and ensuring the team is prepared to support new initiatives.
• User Communication: Maintain clear and effective communication with users regarding incident statuses, scheduled maintenance, and any changes in services.

Strategic Duties:

• Service Improvement: Continuously evaluate service desk tools, technologies, and methodologies, recommending and implementing improvements to enhance service delivery.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, ensuring that service desk activities align with the organisation's goals and user needs.

Requirements:

• Customer Service skills
• Microsoft 365, Active Directory and Citrix desktop administration
• Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine
• Ability to troubleshoot common hardware and software issues and find solutions
• Ability to meet deadlines and adjust to changing priorities
• Ability to quickly gain new skills and knowledge when faced with new challenges
• Ability to work independently as well as part of the Service Desk team
• Ability to work well under pressure
• Excellent verbal and written communication

Company Core Values:

Aspire: To challenge convention, an entrepreneur with energy for change. To be the best we can be.

Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth.

Integrate: Bring together people and systems into a cohesive force.

Commit: To work with integrity and invest in long term relationships, creating a strong market position and delivering sustained commercial advantage.