Job Description

Posted 2 weeks ago

Service Desk Team Leader

6-month contract

Canary Wharf, London

Hybrid working – maximum 3 days per week in office

£240 per day – Inside IR35

Currently representing a healthcare organisation with an office in London who require a Senior Service Desk Team Leader to assist in delivering projects and services which support the way the organisations operations and handles information.

Responsibilities:

* Facilitate Service Desk clinics to ensure best practices and knowledge sharing within the team.

* Represent the Service Desk at external team meetings to understand and address end user issues and requirements.

* Engage regularly with internal staff, including managers and team leaders, to tailor services to meet organisational needs.

* Liaise with external stakeholders, contractors, and IT suppliers as appropriate.

* Implement and oversee quality control of the Service Desk, making necessary adjustments to prioritize customer service and efficiency.

* Communicate complex IT issues to various audiences, including internal staff, ensuring clarity and understanding.

* Handle complex, multi-faceted queries related to IT systems, escalating to the Infrastructure Team as needed.

* Manage potentially sensitive information, such as checking blocked emails, web reporting, reporting anomalies, and conducting PC audits to ensure compliance with software licenses and Information Security Policy.

* Check essential devices and account setups, running system reports and escalating policy contraventions to the Service Desk Manager with written reports and statements, or to the staff member's line manager.

* Share responsibility for chairing monthly Service Desk meetings, producing reports on asset management, PC audits, Service Desk call logs, and telephone usage, highlighting abnormal activities.

* Provide the Service Desk Manager with reports highlighting concerns and recommendations related to IT systems usage and telephony services, to be shared with the Head & Deputy Head of IT and Facilities.

* Communicate and liaise with staff at all levels within the organisations, as well as external staff, to resolve IT-specific faults.

Requirements:

* MCSE Certified

* Experience in 2nd Service Desk / Technical Support

* Strong knowledge around LAN and WAN principles

* Specialist skills with Microsoft Office packages

* Good knowledge and understanding on data regulations, cyber security principles, GDPR

* Experience in mentoring or leading teams

* Understanding of ITIL and Prince 2 methodologies

Contract Details:

This is an inside IR35 contract role, offering competitive remuneration of approximately £240 per day via an Umbrella company.

Apply Now:

If you're motivated to shape the future of healthcare and possess the qualifications, skills, and experience listed above, we invite you to join the team

Skills: