Service Desk Team Leader
Leidos
- Whiteley, Hampshire
- Permanent
- Full-time
- Ticket escalation
- Support of Major Incidents (MI)
- Customer support
- Liaison with internal and external teams
- Problem Management
- Adherence to SLOs for first time fix and inbound communications
- Quality assurance
- Ensuring Analysts availability at all times, including rota management
- Support where necessary of all Service Desk related Projects
- Ad-Hoc assignments, such as carrying out tasks related to reporting and site visits
- Deputise for Head of Customer Enablement
- Mentoring Service Desk Analysts – Apprentices / Level 1’s / Level 2’s
- Assist in creating new or updating existing documentation within our knowledge base
- Support career growth within the Service Desk by identifying training requirements
- Adherence to Health & Safety standards raising any issues to the Head of Customer Enablement
- Assist with Continuous Improvement Programme (CIP) for the Service Desk
- Work with the Head of Customer Enablement to define Service Desk strategy in line with customer / business requirements
- Attendance at meetings when required
- Support the Head of Customer Enablement with the recruitment process
- Manage the new starter and induction processes and ensure all staff receive the correct training
- Ensure updated mandatory training requirements are met
- Comply with the Company Appraisal process
- Develop relationships with key stakeholders
- Strong Customer service awareness
- Strong personnel management
- Analytical approach with close attention to detail
- Process governance
- Good verbal and written communication skills
- Confident and self-motivated with a positive can do attitude
- Ability to prioritise individual & team workload to meet your team objectives & goals
- Team Leadership
- Able to use own initiative to troubleshoot and find solutions to technical issues
- Good understanding of ITIL principles
- Following the Leidos values; Integrity, Innovation, Agility, Collaboration and Commitment
- Good level of knowledge Microsoft office applications (Outlook, Excel, Word)
- Good understanding of network infrastructure and system components
- Good knowledge of hardware components
- Good working knowledge of Windows Operating Systems / Server
- Good working knowledge of Network Infrastructure and System Components
- ITIL Foundation Certification
- SDI Certification or relatable certification / experience
- Clearance to Start BPSS
- Clearance for Role SC
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
- Contributory Pension Scheme
- Private Medical Insurance
- 33 days Annual Leave (including public and privilege holidays)
- Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)