Service Desk Lead

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in IT services seeks a proactive Service Desk Lead based in Newcastle upon Tyne. This role involves being the primary support contact for internal users, managing technical incidents, and working collaboratively with various teams to enhance service delivery. Candidates should possess strong customer service skills, technical knowledge of IT systems, and relevant IT qualifications.

Qualifications

• Experience with Microsoft-based operating systems, especially Windows 10.
• Understanding or certification in the ITIL Framework.
• Previous experience in a Service Desk Analyst or similar role is a plus.

Responsibilities

• Assist internal users and manage customer issues efficiently.
• Work with engineering teams for incident resolution.
• Maintain service standards and suggest service improvements.

Skills

Customer Service

Incident Management

Problem Resolution

Technical Support

Education

Degree-level qualification in Computing, Information Technology, or a related field

Tools

ServiceNow

Microsoft Operating Systems

Job description

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Service Desk Lead, newcastle-upon-tyne, tyne and wear

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Client:

UST

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

Service Desk Lead

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.