Service Desk Lead

JR United Kingdom; Milton Keynes; On-site; GBP 30,000 - 45,000; Full time

Job summary

Une entreprise dynamique recherche un Service Desk Lead pour garantir une excellente expérience de support aux utilisateurs internes. Vous serez responsable de la gestion des incidents, de la collaboration avec différentes équipes et de l'amélioration continue des services. Pour réussir, vous devrez démontrer une solide expérience en service client, des connaissances en systèmes Microsoft et une certification du cadre ITIL est souhaitable.

Qualifications

• Expérience dans la délivrance d'un excellent service client.
• Capacité à gérer les appels de support et à résoudre les problèmes dans les délais convenus.
• Connaissance des systèmes d'exploitation Microsoft, en particulier Windows 10.

Responsibilities

• Servir de point de contact principal pour les utilisateurs internes.
• Capturer et gérer avec précision les problèmes des clients dans ServiceNow.
• Collaborer avec les équipes de support opérationnel et d'ingénierie.

Skills

Customer Service

Incident Management

Technical Support

Communication

Proactivity

Education

Degree-level qualification in Computing

Tools

ServiceNow

Job description

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We are seeking a proactive Service Desk Lead to join our IT Services team. You will be the first point of contact for our internal customers, ensuring an exceptional support experience by resolving technical issues efficiently and professionally. You’ll also work closely with Operational Support and Engineering teams to ensure smooth and effective service delivery.

The Role:

• Serve as the primary contact for internal users, listening to their needs and providing outstanding support.
• Accurately capture and manage customer issues in ServiceNow.
• Collaborate with team members and share insights during shift changes.
• Partner with Operational Support and Engineering teams for complex or high-risk incidents.
• Take full ownership of incidents, ensuring frequent communication, expectation management, and timely resolution.
• Prioritize and manage IT issues in line with agreed service levels.
• Proactively suggest improvements to enhance first-time fix rates, customer satisfaction, and risk mitigation.
• Stay up to date with evolving security requirements and industry best practices.
• Maintain and uphold service standards, processes, and company policies.

What you will bring:

• Experience delivering excellent customer service in any industry.
• Proven ability to handle support calls and resolve issues within agreed timeframes.
• Strong knowledge of Microsoft-based operating systems, especially Windows 10.
• Experience handling Active Directory (AD) account lockouts, password resets, and basic software installation requests.
• Experience using ServiceNow or similar ITSM tools for incident logging and management.
• Understanding or certification in the ITIL Framework.

Nice to have Skills:

• Previous experience working as a Service Desk Analyst or similar technical support role.
• Strong incident management skills and understanding of customer needs.
• Microsoft Certified Professional (MCP) certification or equivalent.
• Degree-level qualification in Computing, Information Technology, or a related field.