Service Desk Team Leader/Senior Service Desk Analyst

Job Title: Service Desk Team Leader/Senior Service Desk Analyst
Contract Type: Permanent
Location: Wigan, Greater Manchester
Salary: £30000.00 - £35000.00 per annum
Reference: BBBH28849_1637859524
Contact Name: Milly Cockayne-Seddon
Contact Email:
Job Published: November 25, 2021 16:58

Job Description

Senior Service Desk Analyst/Service Desk Team Leader


We have an excellent opportunity for a Senior Service Desk Analyst/Service Desk Team leader to join an award winning solicitors and lead a small team of Service Desk Analysts

As a Service Desk Team Leader, you will be responsible for the management of 1st line tickets and calls into the Service Desk and achieving SLA's.

You will drive a customer focused culture and coach individuals and the team to improve personal and team performance. You will also be responsible for the on-going development of the team.

Main Responsibilities

  • Responsible for the teams' workloads and ensuring there is a focus on the ownership, prioritisation, and urgency of issues.
  • Successful triage of all requests into 1st line
  • Tracking all 2nd and 3rd line requests to resolution.
  • Producing analytical reports on tickets.
  • Promote a culture of continuous improvement and idea generation, encouraging the team to contribute to improving the ways of working, sharing best practice.

About you

  • Experience of operating in an ITIL environment.
  • Excellent stakeholder management skills.
  • AD, M365 & Windows Operating System knowledge.
  • Strong leadership skills.

If this is something you would be interested in apply directly or drop me a message on LinkedIn for a chat!