Contract Service Desk Lead

£250 per day | Leeds | Contract
Posted 13 days ago

The InterQuest Group are currently sourcing a highly skilled Contract Service Desk Lead for an initial 3 month contract based in Leeds City Centre.

As part of the firm's proactive IT support team Under the day to day management of the Systems Engineer, to be responsible for providing IT and infrastructure support and service delivery in a desktop/server environment to local and remote users, across all technology disciplines within the business, ensuring service levels are met. This will include line management and supervision of Helpdesk/IT support colleagues, as appropriate.

The tasks and duties listed below are intended to describe the general nature and responsibilities of this role. They are not intended to be an exhaustive list and the post holder is expected to undertake any reasonable request from a Partner, Unit Head or other appropriate Manager.

Main Duties

* Ensure service delivery to the business meets or exceeds customer expectations by enhancing systems, processes or procedures from customer feedback and through information obtained through surveys;
* Ensure the firm adopts and successfully implements ITIL is a set of practices for our IT service management that helps aligning IT services with the needs of the business;
* Day to day work allocation and general supervision of Helpdesk/IT support colleagues
* This will also include assessing priorities, organising work schedules and directing resources according to business need.
* It may also include involvement in probationary reviews, appraisals and other performance management processes, as necessary as well as coaching, mentoring and identifying and supporting on-going training and development requirements;;
* Effectively manage the Helpdesk function to ensure service levels are met and maintained;
* Take delivery of IT hardware and deploy to users as appropriate;
* Install hardware peripherals and software applications, configure new computers and deliver to end user location. In particular, ensure (new) colleagues are set up on appropriate systems and have all the correct equipment and software, in a timely and organised manner;
* Provide Technical support in a Microsoft Windows Environment;
* Provide first line telephone and email support, which includes 1st & 2nd line support and general troubleshooting;
* Configure and troubleshoot problems on mobile devices - iPhone/Active Sync;
* Collate information and statistics on IT support issues identifying training needs as appropriate, liaising with other colleagues as necessary e.g. Learning and Development Adviser;
* Providing the IT Manager with qualitative and quantitative information and reports on IT services etc;
* Install/configure desktop computers using Windows 7;
* Provide technical support for Telecomms/VOIP solutions;

Skills / Experience required

* Proven experience in delivering excellent client service;
* ITIL certified (or fully familiar) with proven experience of adopting the ITIL principles in a practical working environment;
* Previous experience of line managing or of supervising others;
* Proven experience of PC networks particularly Microsoft Windows;
* A flexible approach to working patterns, able to adjust hours to meet the demands of the business;
* An ability to multi-task and to constantly evaluate and (re)balance priorities

Please contact me directly on or call me directly on 01423878650

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

For more information about this role, please contact:

Samuel Knight
01423 878 650

See Samuel Knight's jobs
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