Senior Service Desk Lead

Crew Clothing Head Office; Kingston upon Thames; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading clothing company located in Kingston upon Thames is seeking a Senior Service Desk Analyst to be the first escalation point for technical support. This role involves providing user support for hardware and software issues in both Windows and Mac environments. Candidates should possess strong analytical skills and a service-focused mindset. Key benefits include staff discounts, a pension scheme, and opportunities for training and career development.

Benefits

Staff Discount

Uniform allowance

Pension scheme

Refer a Friend scheme

Training and career development

Supportive and rewarding culture

Qualifications

• Desire to grow within the technical support space with a passion for IT.
• Experience in a Windows-based support role.
• Understanding of Active Directory, Exchange, and Microsoft 365 products.

Responsibilities

• Provide support related to hardware, software, and applications.
• Manage and resolve IT Support incidents.
• Administration of Active Directory and Microsoft 365 environments.

Skills

Analytical skills

Problem-solving skills

Service focus

Ownership of issues

Tools

Active Directory

Microsoft 365

Job description

Senior Service Desk Lead

At Crew Clothing, we believe clothes are about so much more than “just clothes”. Designed with the spirit of the south coast in every stitch, our crossed oars are a mark of timeless British style. These are clothes for life’s best moments.

We believe in collaboration, kindness and creativity, in celebrating our successes and championing our customer at every step of the way. From ’93 to now, people have been at the heart of everything we do. It’s in our name – Crew.

Purpose of the role

We are looking for a Senior Service Desk Analyst with a wealth of experience to be the first escalation point when it comes to Technical Support. The Service Desk Lead will bring to the team a great technical knowledge and understanding to provide strong support with a number of hardware and software issues, physical or remote. This role will report into the IT Operations Manager.

Responsibilities

• Provide user support related to Hardware, Software and Application issues in Windows / Mac / environment, and support other analysts with development in this area
• Manage and resolve more serious IT Support incidents, working with 3rd partners where appropriate
• Management and support of all Mobile Devices, including Point of Sale Android tablets and iOS phones
• Managing support processes, including Starter / Leavers and Access Requests
• Working with 3rd party partners to ensure externally managed incidents are dealt with within agreed SLAs.
• Administration of Active Directory and Microsoft 365 environments
• Managing and updating documentation, ensuring information is current and shared, where appropriate, with support partners

In order to be successful in this role you will need the following :

Essential skills

• Desire to grow within the techincal support space, with a genuine passion for all things IT
• Strong analytical and problem-solving skills
• Service focused with a desire to deliver outstanding standards of support
• Experience working in a Windows based support role
• Understanding of Active Directory, Exchange and Microsoft 365 products (including SharePoint, OneDrive and Teams)
• Excellent listening skills
• Takes ownership of issues and keeps all parties updated with regular progress reports
• Ability to work in an environment with changing priorities
• Action Orientated
• Highest level of integrity, honesty and trust
• Drive for results

Desirable skills

• Experience working with POS software
• Experience working with Microsoft Endpoint or similar technologies.
• Experience working with AV, Mail and Web filtering software.

What we can offer you

• Staff Discount
• Uniform allowance
• Pension scheme
• Refer a Friend scheme
• Training and career development
• Supportive and rewarding culture