Service Desk Technical Lead

Location West London
Discipline: Management
Job type: Contract
Salary: £300 - £320 per day
Contact name: James Shenton

Contact email:
Job ref: BH-170-2
Published: 12 days ago
Startdate: 2022-11-16 00:00:00
Service Desk Tech Lead (Outside IR35 rate to £300-320 per day) required with a background in supporting Microsoft-centric enterprise environments with skills in MS Windows, MS Active Directory, Office 365 including (Excel and SharePoint) and experience in optimising service desk delivery, coaching, mentoring, improving service delivery operations, and technically leading is required by world leading eCommerce giant with 5,000 users in West London.

The current pattern of work is 9 am to 6pm hybrid split between home and the West London office, and the contract will run until the end of March.

Key skills required as a Service Desk Tech Lead would include

  • Experience in optimising service desk teams to ensure technologies systems and services are reliable, available, up to date and compliant.
  • Service Desk Tech Lead with skills in technical leading and mentoring analysts
  • Experience of ITIL best practices for incident, change, problem, configuration and knowledge management
  • Develop and maintain total quality management processes to monitor quality of service provision in accordance with ITIL doctrine
  • Chairing regular team meetings
  • Assist analysts in their day-to-day tasks where workloads are high or additional experience is required
  • Proven experience of being a single point of contact for Service Desk issues and resolutions
  • Service Desk experience working in Microsoft environments with Microsoft Windows, Active Directory, Office 365 etc
  • Proven experience of recording, owning, escalating and resolving/monitor incident and service requests tickets throughout their lifecycle using the service management tools
  • Sound skills in troubleshooting, investigating and actioning tickets in line with SLA
  • Always Communicating in a professional manner
  • Experience with user accounts, process role changes and leavers, following the established processes
  • Maintain system security (ensure correct security procedures are adhered to at all times)
  • Work effectively as part of a team
  • Work unsupervised to maintain the ongoing demands of the business
  • The ability to work in Major Incident Management where applicable in line with organisational processes
  • Escalation point for analysts
  • Lead by example ensuring a consistent level of performance against management targets.
  • Strong administrative and organisational skills
Opus Resourcing is a boutique IT Employment Agency who are relied on by a number of world-leading technology companies and brands to assist resource their contract and permanent positions.