Deputy Service Desk Team Leader

Service Desk Deputy Leader
Salary £30k to £32,500.00 depending on experience
Swindon (mixture of office / home (hybrid/remote))

You must be able to obtain Security Clearance to SC level and potentially to DV to be suitable for this position.

Do you want to be part of a very exciting and rewarding opportunity to design and develop technical solutions to support a number of key government agencies?

Do you want to be part of a team who provide leading edge secure solutions for customers in defence, blue light, science/medical and other industry research departments often within universities?

If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities, then we are keen to talk to you.
Step forward and realise your full potential by joining an agile and talented team who is responsible for developing, building, and supporting technical 1st line solutions within a secure managed services context along with diagnosing and resolving incidents with existing infrastructure. You will be a part of a great company, where you will be able to grow and develop your skills and experience.

​​​​​​Personal ​Requirements;
* Passionate about excellent Service Delivery.
* Flexible in their approach to work, committed to ensuring tasks are completed to deadline.
* Able to respond quickly to changing priorities.
* Able to work proactively, under your own initiative.
* Keen to learn and progress professional career.

Skills and experience;
* Exceptional customer service & communication skills.
* Experience working with both internal teams and external suppliers.
* Proven analytical and problem-solving abilities.
* Effective prioritisation and execution of tasks in a high-pressure environment.
* Excellent time-management & organisational skills.
* Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.

Desirable skills:
* IT Service Management toolsets (Cherwell, Remedy, ServiceNow etc)
* Centralised monitoring toolsets (e.g. SolarWinds/Nagios/Icinga/etc)
* Windows 10 (for end user compute)
* Windows Server 2016 onwards
* Microsoft O365 suite, especially in a hybrid deployment model
* Active Directory administration
* Linux server OS (RHEL and/or CentOS)
* VMWare vSphere and ESX
* Backup and Restore products (EMC and Veeam)
* Networking LAN/WAN (Ideally Cisco, Juniper or Fortinet
* Experience in working within an ITIL environment.
* Experience of supervising a team or mentoring others

Duties of the position;
* Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner.
* Responding to requests for support by identifying, registering, and categorising incidents.
* Resolving issues at first contact using standard operating procedures and knowledge base.
* Working closely with other support teams to troubleshoot or escalate more complex issues.
* Following agreed procedures, promptly allocating incidents as appropriate and in accordance with
* agreed SLAs and KPIs.
* Responsibility for general incident management ensuring customers are provided with regular
* updates, and progression is made in line with Service Level Targets.
* Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management toolset.

Deputise for Shift Lead when required by:
* Acting as a point of escalation for queries from colleagues.
* Coordinating engineers and communications as part of the Major Incident process.
Coaching, developing, and motivating colleagues, offering training to address gaps in capability.

Hours
Current Shift Pattern: 4 on 4 off - 12 hour shifts. Consists of 4 x 12 hour day* shifts, followed by 4 days off, followed by 4 x 12 hour night** shifts, followed by a further 4 days off etc. *Day shift: 7am - 7pm **Night shift: 7pm - 7am

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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