IT Service Desk

Role :IT Service Desk

Location: Leeds, UK(Onsite)

Duration: 1 Year 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