Service Desk Specialist
Posted 4 days ago by Net2Source (N2S)
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: Seeking a Service Desk Engineer with 5 to 7 years of experience to provide expert-level support within the Service Desk team. The role involves managing incidents and service requests, acting as an escalation point for complex issues, and collaborating with IT teams to ensure high service quality. The position requires monitoring performance metrics and supporting continuous improvement initiatives. The ideal candidate will also train junior staff and ensure compliance with IT policies and best practices.
Key Responsibilities:
- Provide expert-level support for Service Desk operations ensuring adherence to defined processes and SLAs.
- Diagnose, troubleshoot, and resolve issues related to hardware, software, and network services.
- Manage incident lifecycle from identification through resolution and closure.
- Communicate effectively with end-users to understand their issues and provide timely updates.
- Coordinate with vendors and other IT teams for problem resolution and service requests.
- Train and mentor junior service desk staff to build team capabilities.
- Participate in change management and problem management activities to reduce recurring incidents.
- Ensure compliance with IT policies, standards, and best practices.
Key Skills:
- Jira Service Desk
- Service Desk
- Windows Server
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role-Service Desk with VIP experience
Mode-5 Days from Moorgate
Type-FTE
Job Summary
Seeking a Service Desk Engineer with 5 to 7 years of experience to provide expertlevel support and ensure efficient IT service management within the Service Desk team
Job Description
Serve as a key member of the Service Desk team within the SERVICE DESK skill cluster family
Utilize extensive knowledge of Service Desk processes to manage and resolve incidents and service requests efficiently
Act as a point of escalation for complex technical issues and ensure timely resolution
Collaborate with crossfunctional IT teams to maintain high service quality and customer satisfaction
Monitor and report on service desk performance metrics to identify areas for improvement
Maintain documentation related to service desk procedures and knowledge base articles
Support continuous improvement initiatives to enhance service delivery and operational efficiency
Roles and Responsibilities
Provide expertlevel support for Service Desk operations ensuring adherence to defined processes and SLAs
Diagnose troubleshoot and resolve issues related to hardware software and network services
Manage incident lifecycle from identification through resolution and closure
Communicate effectively with endusers to understand their issues and provide timely updates
Coordinate with vendors and other IT teams for problem resolution and service requests
Train and mentor junior service desk staff to build team capabilities
Participate in change management and problem management activities to reduce recurring incidents
Ensure compliance with IT policies standards and best practices
Skills Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server