1st Line Service Desk Team Leader - Sidcup

Role Title: 1st Line Service Desk Team Leader

Reporting: To Service Delivery Manager, Department Service Desk

The role

Reporting to the Service Delivery Manager, your main duties will be to ensure that yourself and your team members are progressing and resolving all Service Desk tickets swiftly. This should be completed in line with Service Level Agreements and ensure that we are managing client expectations throughout. Where resolution is not possible, you will ensure that the ticket is escalated promptly.

This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a broad technical knowledge across a range of technologies.

General summary:

• Administering and supporting the customer’sinfrastructure
• Delivering first line support
• Acting as the first point of contact for customers
• Demonstrating th...