IntaPeople have partnered with a Global Technology Consultancy who require a 2nd Line Service Desk Analyst Supervisor ASAP
This hours for this role will be Monday - Friday, 8am - 6pm
The main aim of this role is to lead the day to day operation of the Service Centre 2nd Line team and ensure that incidents and problems are efficiently and effectively dealt with.
Key Responsibilities
- Lead the operations of the PITSC 2nd Line during operational hours to ensure provision of first class user support and take shared responsibility for resource management and adequate shift and location coverage
- Ensure end to end ownership of issues is managed to the satisfaction of the customer and are compliant with agreed incident, problem, request and access management processes
- Ensure that incidents and requests are handled according to service centre SLA’s and that high priority and high impact incidents are identified and escalated to the Major Incident Manager ●
- Produce management reporting and statistical analysis on the Service Centre 2nd Line operation
- Identify and deliver opportunities to improve operational performance and efficiency
- Ensure compliance with quality management, risk management, change and security policies and procedures
- Identify opportunities and provide input on selection of 3rd party providers to supplement the Service Desk operation and provide feedback on 3rd party performance
- Maintain close working relationship with all stakeholders, including other operational teams both in and out of IT
- Provide standard Partnership line management activities for a team of Service Desk Analysts, ensuring that Partners are motivated and given stretching objectives to support their future career aspirations
- Provide feedback on all ITL2 and ITL3 resources within the ITSC as part of performance and talent processes
- Work across multiple locations, mainly Bracknell and London campuses but including RDCs and Hotels.
About you
- Previous experience in the same role
- ITIL knowledge – incident, problem, access and request management
- Customer focused
- Excellent communication and decision making under pressure
- Commutable to Bracknell
Please apply directly or reach out to s.young@intapeople.com with further questions
*Due to a high number of applicants we won't be able to provide feedback to everyone*