Service Desk Analyst à United States

IT Service Desk Manager Manchester based (hybrid)

Contract role 2 months (short term)

Essential Qualifications

• ITIL Practitioner V3/4 or ITIL Service Management;

Essential Skills and Experience

• Demonstrable leadership skills evidenced by an ability to identify and adopt appropriate management and leadership strategies and styles to suit specific situations;
• Excellent customer service and negotiation skills;
• Effective communicator at all levels of an organisation using a variety of media;.
• Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services;
• Experienced in establishing high performing teams and engaging staff in effective delivery of services;
• Building a scalable, technically adept IT Support team that is underpinned by customer focussed culture;
• Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk;
• Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on;
• Developing an incident/problem management framework;
• Significant previous experience in ITIL Support / Service Desk Management;

Additional Desirable Qualifications

• Relevant Degree in an IT related subject or equivalent level of knowledge gained through experience and further training/development;
• MCSE or equivalent.

Additional Desirable Skills and Experience

• In-depth experience of Service support solutions, processes, and technologies;
• Demonstrable experience of automating and driving self service solutions;
• Strong Support experience working in a support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it;
• Develop knowledgebase process and educate global support team on best practices;
• Experience of working on technology transformation programmes within the healthcare sector
• Effective and persuasive communicator, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels within the organisation