 |
 |
 |
Job description
IT SERVICE DESK SUPERVISORJob reference: BW SDSUP- LEEDS
Location: Leeds- West Yorkshire
Salary: £25,000
My client, a reputable law firm in Leeds requires an IT Service Desk Supervisor/Team Lead to join their rapidly growing team of professionals. The role is focused around improving the quality of IT service delivered by good communication and the use of management information.
The IT Service Desk Supervisor manages the Service Desk team to deliver IT support to the Firm. High standards are required to provide a first class service within an ITIL environment, and these should be measured and managed by the Supervisor.
Service Desk
Manage and co-ordinate the tasks of the Service Desk.
Co-ordinate development and training of Service Desk personnel.
Work with the IT Manager to improve the perception of IT within the Firm.
Undertake any of the tasks defined in the Service Desk Technician role (as updated from time to time) as required.
Best Practice
Carry out routine surveys of users and department heads and act on the results.
Measure trends in work load including reviewing backlog of calls assigned to the Service Desk team.
Provide analysis of logged Service Desk Calls and Telephone Responses as required to the IT Manager.
Define and manage an escalation process for the Service Desk to Management.
Define and manage the Service Desk Complaints Procedure.
Communicate efficiently to end users about the status and progress of any emergency or system down.
Ensure that the Service Desk and team comply with the requirements of Lexcel.
Administration
Ensure the electronic service desk system is kept up-to-date.
Conduct regular reviews of Service Desk performance with the IT Manager.
Analyse the electronic service desk system reports and ensure information relating to training issues is passed to the relevant IT staff for action.
Monitor Service Desk work and provide assistance to the team members as and when required.
Monitor the calls in the electronic service desk system to ensure a fair distribution of work throughout the Service Desk Team.
Review telephone logs and monitor levels to ensure sufficient cover is provided at all times.
Actively take part in the firm's space planning exercises.
Develop and implement IT policies and procedures in conjunction with the IT Manager.
Take part in the recruitment process as and when necessary. This may involve reviewing job and person descriptions, taking part in interviews, and defining a training plan for new recruits.
Documentation
Edit, manage and coordinate contributions on behalf of the Service Desk Team to the Internet.
Keep various documentation relating to Service Desk procedures up to date.
Contribute technical information and know-how to the Firm's Intranet.
Ideally you will have previously worked in a Law Practice.
This role is base in Leeds and is commutable from Halifax, Huddersfield, Bradford, Harrogate, Wakefield, Pontefract, Castleford, York and surrounding areas.
How to apply
If you are interested in the position above please apply by sending your CV to
Please clearly state the role you are applying for.
|
Latest jobs
Business Intelligence Analyst
 Business Intelligence Analyst ...
Job reference: 0900997NMC
Location: Birmingham
Salary: £23000 - £26000 per annum + pansion, other benefits
WEB Developer
 Web Developer required for a well ...
Job reference: 83232NMC
Location: West Midlands
Salary: £30000 - £35000 per annum
Head of Systems - Insurance Services - Birmingham
 PERMANENT HEAD OF SYSTEMS REQUIRED ...
Job reference: INSURANCE1
Location: Birmingham
Salary: £60000 - £65000 per annum + benefits
|
Industry news
An error was ecnountered attempting to get the RSS data: The server did not return XML. The content type returned was text/html; charset=ISO-8859-1
|
| |
ERP jobs Infrastructure jobs Development jobs Microsoft Technologies jobs Digital jobs Projects jobs
North East jobs London jobs North West jobs England jobs Midlands jobs South East jobs South West jobs
C#.NET DEVELOPER/ ANALYST PROGRAMMER – PERMANENT – BIRMINGHAM SENIOR/ PRINCIPAL SQL BI CONSULTANT – LONDON - PERM – up to £70,000 Digital Marketing Manager IT SERVICE DESK SUPERVISOR IT SERVICE DESK TECHNICIAN-1st/2nd Line Programme Manager VB6/VB.NET Developer
|
Privacy Policy | Diversity Policy | Legal
Site Map | Kellan Group Plc
|
