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1st Line IT Support Lead Analyst

  • Job reference: 44578
  • Location: London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £25000 - £31000 per annum

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Currently we are looking for an IT Service Desk Team Lead to join an organisation based in London.

The IT Service Desk Team Lead will be an integral member of the support team. You will provide day to day 1st line support, identify trends and escalate issues accordingly.

Summary:

Role: IT Service Desk Team Lead

Location: London

Salary: £25,000 - £31,000

Responsibilities:

Lead and mentor the other members of the 1st Line team

Asses, categorise and prioritise incidents and service requests.

Identify trends and suggest improvements to the Service.

When unable to resolve an issue, escalate to the relevant support team

Ensure high standards are met and work to the ITIL framework

Maintain self-help documentation and the knowledge database

Experience

Required:

  • Ability to deliver high levels of customer service
  • Previous experience in leading/mentoring colleagues
  • Strong experience with Resource Planning
  • Experience in dealing with a high volume of calls (usually between 30-60 per day)
  • Hard working and adaptable
  • Microsoft stack
  • Active Directory
  • Office 365

Desirable:

  • Networking
  • Citrix
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