Service Desk Lead

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

Job summary

A leading company in the IT services sector is seeking a proactive Service Desk Lead to enhance their support team. Your role will involve managing customer interactions effectively, delivering exceptional service, and maintaining industry standards. You'll work closely with operational teams to resolve technical issues promptly. If you are experienced in IT support and have a passion for enhancing customer satisfaction, we encourage you to apply.

Qualifications

• Experience in delivering excellent customer service.
• Ability to resolve support calls within agreed timeframes.
• Strong knowledge of Windows 10 and basic software installations.

Responsibilities

• Serve as the primary contact for internal users and provide support.
• Manage customer issues in ServiceNow.
• Collaborate with Operational Support for complex incidents.

Skills

Customer Service

Incident Management

Microsoft Operating Systems

Active Directory

ServiceNow

Education

Degree-level qualification in Computing or Information Technology

ITIL Certification

Microsoft Certified Professional (MCP)

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.