IT Service Desk Manager – Incident Management

Ascent People Ltd; Noordwes; On-site; ZAR 40 000 - 50 000; Full time

Job summary

A leading tech company is seeking an IT Service Desk Manager for Incident Management in Noordwes. The ideal candidate will have over five years of experience, be ITIL trained, and possess strong skills in customer support and stakeholder management. This hands-on role involves resolving customer issues and enhancing the service desk function. Competitive salary of up to 50K ZAR plus benefits is offered.

Benefits

Pension

Medical

Gym Membership

Free Parking Onsite

Qualifications

• 5+ years' service desk/Incident management experience.
• Experience in product support alongside IT technicians.
• ITIL training preferred.

Responsibilities

• Resolve customer issues and technical problems.
• Develop trusted relationships with clients.
• Ensure adherence to IT service management principles.

Skills

Incident Management

Customer Support

ITIL Framework

Stakeholder Management

Microsoft Office 365

Job description

IT Service Desk Manager – Incident Management

Location:

North West

Industry:

IT

Salary:

£40000 - £50000 per annum + Pension, Medical, Gym

Posted:

04/09/2024

Description

IT Service Desk Manager, Incident Management, Product Support, ITIL, SLA/KPI, External Customers, Stakeholder management, Software Delivery – Warrington – 50K (hands-on, not man-management)

* Are you an IT Service Desk Manager who can kick-start a service desk function for a software vendor?
* Are you ITIL trained?
* Do you have experience in Incident management?

Global tech client is looking for a Hands-on Service Desk Manager to be the sole Service Desk specialist in this area of the business.

Working closely with the Service Manager, you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to external customers. The ideal candidate will still be hands-on & technical from a product support perspective but also be involved in the day-to-day operations of the service desk. This is an opportunity to grow the service function within the overall business.

A specific training plan is provided for all company products supported on the desk.

Contact me on 0-7-7-9-1-6-1-5-7-0-3 for job spec and client details.

Responsibilities

* Resolving customer issues, incidents, and problems where feasible, through product knowledge and technical investigation.
* Develop trusted relationships with clients and stakeholders responsible for services.
* Ensure adherence to service management principles – ITIL led; Configuration management, problem management, change management, IT helpdesk function, release, and version control.

Skills & Experience

* 5+ years’ service desk/Incident management experience
* Working within a product support role alongside IT technicians and engineers
* Experience in utilising the ITIL framework in the delivery of IT services.
* Experience in overall infrastructure, desktop support, Microsoft & Office 365 suite (Outlook, Exchange, etc.).
* Previous experience of software delivery and/or delivering project services to multi-client environments.

This role has a fantastic career path. There are plans for this role to grow and build a team.

Salary on offer is up to 50K + Bens. Free parking onsite. This is an office-based role. No homeworking. Some flex around start and finish. Office based in the Warrington area, commutable from Wigan, Manchester, and Liverpool.

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.

Jo Bevington

Recruiter:

Jo Bevington

Phone: [phone]
Email: [e-mail] My Social