Description:
IT Service Desk Lead
About the Role: Technology & Risk Recruitment (TRR) is supporting our client in their search for an experienced IT Service Desk Lead. This is a fantastic opportunity to lead a service desk team in a busy head office environment, delivering excellent IT support to internal users and the branch network.
Key Responsibilities:
- Lead and manage the Service Desk team, ensuring first-class customer service and achievement of SLA targets.
- Plan and provide deskside support for Head Office and branch users.
- Serve as the first point of contact for technical assistance via phone or email.
- Troubleshoot, diagnose, and resolve hardware and software issues efficiently.
- Escalate unresolved issues to the next level of support and follow up to ensure resolution.
- Maintain technical documentation and produce management information to track performance.
- Contribute to the identification and mitigation of IT risks and compliance with policies, procedures, and regulatory requirements.
Skills & Experience:
- Experience in IT support/customer service roles, ideally in an IT environment.
- Strong knowledge of Microsoft software (Windows, Outlook, Office).
- Experience with desktop/laptop hardware, printers, peripherals, and general networking concepts.
- Basic understanding of IT security concepts (anti-virus, firewalls, patching) is desirable.
- Knowledge of Microsoft Cloud technologies such as Azure and MS SQL is desirable but not essential.
- Excellent customer service, communication, and prioritisation skills.
- Self-motivated, solution-focused, and attention to detail.
- Full driving license and willingness to travel occasionally to branch locations.