Technical Service Desk Lead Job Description Template
Our company is looking for a Technical Service Desk Lead to join our team.
Responsibilities:
- Provide monthly performance reports with supporting Management Information assessments;
- Maintain conference facilities providing Exec level service at all times ;
- Works with Level 3 rd level and 3 rd parties teams ensuring OLAs clearly defined and adhered to;
- Ownership and maintenance of the inventories of the IT workstation and mobile device estate ensuring currency of devices and software;
- Maintain an accurate and up-to-date Service Desk knowledge base;
- Perform network troubleshooting to isolate and diagnose common network problems;
- Carry out annual appraisals for the Service Desk and Technical Analysts;
- Perform all client software installation and support;
- Responsible for eth effective Service Transition of new services into BAU ensuring Projects deliver to stated Service Desk requirements;
- Process Movers, Leavers and Joiners IT processes including new user orientation;
- Support remote users in accessing corporate resources;
- Perform system administration duties in a Windows Active Directory environment;
- Management of Service communications to the Business and IT Stakeholders for any Service Disruptions;
- Planning and effective delivery of project/continuous improvement initiatives.
Requirements:
- Hardware Asset Management Experience;
- Strong problem solving skills;
- Excellent written and verbal communication skills;
- Understanding of basic networking, TCPIP, DNS, DHCP etc;
- Hardware configuration experience;
- Self-starter with a passion for personal development;
- Good knowledge of remote access methods and applications;
- Proven experience and capability in the introduction of new ITSM tools and processes in a fast-paced environment;
- Must have a desire and passion for continuous improvement;
- Willing to work late and weekends on an as needed basis;
- Hardware repair experience;
- Must be team oriented;
- Strong KPI focus – Reporting and monitoring skills. Ability to identify and analyse process-related metrics;
- Good experience of Active Directory;
- Proven experience of managing a service provision for Executives.