Senior Service Desk Technican

Ascent People Ltd; Noordwes; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A leading company in the retail sector is seeking a Senior Service Desk Technician ready to transition into a Team Leader role. You will support the Service Desk Manager in managing the team, ensuring effective incident management, and maintaining performance metrics. Ideal candidates will have strong communication skills, ITIL knowledge, and experience in a similar role, along with comfort in stakeholder engagement. This opportunity offers growth potential in a supportive environment.

Qualifications

• 1+ years in team leader role with 3+ years as Service Desk Technician.
• Demonstrable understanding of the ITIL framework.
• Experience in ITSM system configuration.

Responsibilities

• Assist the Service Desk Manager with supervision and incident management.
• Track performance against SLAs and manage on-call rota.
• Support the Major Incident process and provide cover for the Service Desk Manager.

Skills

Attention to detail

Analytic mindset

Excellent communication skills

Problem solving

Stakeholder management

Tools

Asana

Google Apps

Halo ITSM

Freshservice

Job description

Senior Service Desk Technician, Service Desk Lead, Service Desk Team Leader, Senior Service Desk Analyst, Office based, Liverpool.

PLEASE NOTE: This is not a hybrid role, you will be required to work in the office 5 days a week.

My client, a growing name in the retail area is looking for a Senior Service Desk Technician/Engineer/Analyst who is looking to make a move into a Service Desk Team Leader role.

You will be required to assist the Service Desk Manager with the general running of the Service Desk.

Key Responsibilities for the Senior Service Desk Technician / Service Desk Team Leader role include;

* Assist the Service Desk Manager in supervising the Service Desk staff.
* Handle the IT support queue when needed.
* Assist the IT Support / Service Desk technicians with incident management and service request fulfilment.
* Aid with managing breached SLAs.
* Assist the Service Desk Manager with defining, validating and distributing metrics to stakeholders.
* Provide cover for the Service Desk Manager when they are on leave.
* Track active performance against SLAs and escalate to the Service Desk Manager according to the SLA policies.
* Ensure the on-call rota is updated and provides adequate support out of hours.
* Support the Service Desk Manager with the Major Incident process.
* Contribute to communications to the wider business regarding anything that could affect IT services.
* Participate in Problem Management and Change Management processes.
* Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
* Actively seek feedback from end users and action any C-SAT survey responses.
* Validate technician compliance to policy and procedures during all tasks, taking action, reporting, or escalating to the Service Desk Manager as necessary

Experience needed to be successful in the Senior Service Desk Technician / Service Desk Team Leader role include;

* Strong attention to detail, with an analytic mindset and ability to solve complex problems
* Excellent communication skills, with the ability to build a rapport with employees at all levels.
* Ability to consistently document information concisely and accurately.
* Comfortable working autonomously, able to act with intuition.
* Ability to think outside the box to bring fresh ideas to the table
* 1 years + experience in a similar team leader role with at least 3 years prior experience as a Service Desk Technician
* Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques
* Demonstrable understanding of the ITIL framework
* Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations
* Understanding of ITSM system configuration
* Experience using tools such as Asana, Google Apps and ITSM Software such as Halo ITSM or Freshservice.

This is a great opportunity for an experienced, Senior Service Desk Technician who is ready to take on more of a management/team leader role.

Please send your CV for immediate consideration.

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

Recruiter:

Nadine Bramley

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