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Cooper Lomaz Recruitment Ltd
Peterborough
Service Desk Analyst Hybrid / Peterborough after training is completed (4-6 weeks) 6-month contract (likely to extend & paid weekly) 37.5 hours per week - overtime available Rotating Shift Pattern - Weekend work is required on a rotational basis. £15.18 per hour Working as part of a project-based team, you will be responsible for resolving technic
Job Source: Cooper Lomaz Recruitment LtdThe ONE Group Ltd
Huntingdon
Job Description 1st Line Support (3 Month Contract) £14-£17 + Holiday pay and pension St Ives We are partnering with a tech/engineering organisation on the outskirts of St Ives who are looking to add a 1st Line Support Analyst to their growing IT Team on a 3-month temporary contract. There is potential for this to be extended or go permanent,
Job Source: The ONE Group LtdLeidos Innovations UK Limited
Huntingdon
Service / Help Desk/ IT Support Engineer Clearance: High level of Security Clearance (DV) Location: On-site (Huntingdon, Cambridgeshire) UNLEASH YOUR POTENTIAL At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers success. We empower our teams in the UK to address some
Job Source: Leidos Innovations UK LimitedInteraction Recruitment
Saint Ives
My client in St. Ives is looking for Helpdesk Assistant to join their team on a permanent basis to provide a central point of contact for all clients & departments to request maintenance repairs and other works and to query progress on jobs. Key result areas/Key task/Main Duties: · Chasing all sub-contractors and clear sub-contractors reminders o
Job Source: Interaction RecruitmentInteraction Recruitment
St Ives
My client in St. Ives is looking for Helpdesk Assistant to join their team on a permanent basis to provide a central point of contact for all clients & departments to request maintenance repairs and other works and to query progress on jobs. Key result areas/Key task/Main Duties: · Chasing all sub-contractors and clear sub-contractors reminders o
Job Source: Interaction RecruitmentDCV Technologies
Saint Ives
1st Line Service Desk Analyst We have a fantastic opportunity for a Service Desk Analyst / 1st Line Support Engineer to join a vibrant and highly skilled team of support engineers to providing technical IT support to both internal and external customers. The position comes with training and development into 2nd line and beyond. The role is hybrid
Job Source: DCV TechnologiesERIKS
Huntingdon
Role: Reliability Lead Location: Whittlesey Hours of work: Working Hours - 08:00am to 17:00pm - Mon- Fri Rest breaks - 2 x 15 minutes Lunch Break - 1 Hour Total Working Hours - 40 hours About the role: Day to day management and leadership of ERIKS on-site reliability services. Continually Improve defined lubrication and condition monitoring ro
Job Source: ERIKSLeaders In Care Recruitment Ltd
Corby
Are you ready to take the next step in your healthcare career? Our client, a leading mental health service provider in Northamptonshire, is looking for a dedicated Clinical Lead to join their team at Willowbrook House in Corby. This is an exciting opportunity to make a real difference in a modern, purpose-built facility that specialises in high-qua
Job Source: Leaders In Care Recruitment LtdPeterborough
Job Description CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
JOB SUMMARY
Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
KEY RESPONSIBILITIES
Provide leadership, guidance and support to a team of service desk analysts
Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
Identify and deliver training and development needs in line with company procedures
Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
Responsible for the upkeep and quality of the knowledge base for the team
Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
Ensure that there is continual service review and improvement of all processes and procedures
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
Identify and escalate any potential breach of service level or risk to CDW where possible mitigating breach and managing to resolution
Provide relevant stakeholders within Services with ad hoc reports
The above is not an exhaustive list of duties and you will be expected to perform different asks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
QUALIFICATIONS, SKILLS AND EXPERIENCE
Awareness of ITIL methodologies and best practice
Knowledge of the working practices of the area responsible for
Good working knowledge of Microsoft Word, Excel and Outlook
Previous supervisory experience
ESSENTIAL ATTRIBUTES
A real passion for people management and development in a large team
A passion to deliver excellent service with service level management and experience
Previous people management experience
Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations
Creative and innovative problem-solving skills with an inquisitive nature
Analytical with attention to detail
Ability to work as a team to support and influence team members
A desire to take ownership and accountability to see your work through to resolution
Ability to work under pressure and to tight deadlines
A patient, tolerant and supportive team member
Email Alert for Service Desk Lead jobs in Peterborough
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