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Overview

An exciting opportunity to join a global Service Desk team. The role holder will be responsible for driving the team performance, end to end management of KPI’s & SLA’s including analysis of adherence reporting. IT Service Desk Technical Lead will be responsible for the day to day management of the main desk function.

 

Main accountabilities include:

  • End to end management of KPI’s and SLA’s
  • Ensuring knowledge is documented and updated
  • Upskilling/training plans for Service Desk analysts
  • Problem solving and analysis of data
  • Day to day management of a main desk function
  • Identifying and creating improvement plans
  • Resolving technically challenging tickets

 

Qualifications/Skills and Experience:

  • Worked in a targeted environment
  • ITIL Foundations qualified
  • Understands end to end Service Management
  • Problem solving abilities
  • Team player
  • Worked in a Service Desk environment in a main desk function
  • Managed team performance
  • Senior analyst technical ability
  • Broad understanding of Service Desk measurement and the ability to translate into an action plan and analyst target

 
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Location
Edinburgh - HQ
2 Lochside Avenue, Edinburgh Park, Edinburgh, United Kingdom, EH12 9DJ
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  • Salary:
    commensurate with skills and experience
  • Location:
    Edinburgh - HQ
  • Region:
    Scotland
  • Function:
    Corporate Services
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week:
    37.8
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