Service desk deputy shift lead
vor 4 Wochen
Location: Shrivenham, Swindon
Salary: Up to 30,000
About the Company:
Mainstay is representing a well-established managed service provider based in the Swindon area. This organisation delivers leading-edge secure solutions to customers in defence, blue light services, science/medical fields, and various university research departments.
Role Breakdown:
As a Service Desk Deputy Shift Lead, you will have the following responsibilities:
Primary Responsibilities:
- Serve as the initial contact for both external and internal customers, ensuring prompt and professional responses to all communications (phone calls, emails, etc.).
- Identify, register, and categorise incidents, resolving issues at first contact using standard procedures and knowledge bases.
- Work closely with other support teams to troubleshoot or escalate complex issues.
- Allocate incidents in accordance with agreed SLAs and KPIs, and manage incidents to ensure customers receive regular updates and issues progress in line with Service Level Targets.
- Ensure all actions and diagnostics are accurately recorded in the Service Management toolset.
- Act as a point of escalation for queries from colleagues.
- Coordinate engineers and communications during Major Incident processes.
- Coach, develop, and motivate colleagues, providing training to address capability gaps.
Candidate Requirements:
As a Service Desk Deputy Shift Lead, we need someone who is passionate and flexible, with the following attributes:
- Passionate about service delivery.
- Flexible and committed to completing tasks to deadlines.
- Able to respond quickly to changing priorities and work proactively under own initiative.
- Keen to learn and progress professionally.
- Must be able to obtain Security Clearance to SC level and potentially to DV.
- Exceptional customer service and communication skills.
- Experience collaborating with internal teams and external suppliers.
- Strong analytical and problem-solving abilities.
- Effective prioritisation and execution of tasks in high-pressure environments.
- Excellent time-management and organisational skills.
- Ability to challenge and improve existing processes constructively.
- Familiar with IT Service Management toolsets (e.g., Cherwell, Remedy, ServiceNow).
- Experience with centralised monitoring tools (e.g., SolarWinds, Nagios, Icinga).
- Proficiency with Windows 10 and Windows Server 2016 onwards.
- Knowledge of Microsoft O365 suite, especially in hybrid deployments.
- Experience with Active Directory administration, Linux server OS (RHEL and/or CentOS), VMware vSphere and ESX.
- Knowledge of backup and restore products (EMC, Veeam).
- Understanding of networking (LAN/WAN), ideally with Cisco, Juniper, or Fortinet.
- Experience working within an ITIL environment and supervising or mentoring a team.
Benefits:
A position as a Service Desk Deputy Shift Lead comes with an array of benefits:
- Annual professional and training development plan.
- Internal promotion model.
- Hybrid and flexible working options.
- Additional holidays after 2 and 5 years of service.
- Discretionary bonuses and regular salary reviews.
- 20% shift allowance (included in quoted salary).
- Subsidised healthcare scheme.
- Government Pension Scheme with up to 10% matching contributions.
- Perkbox employee incentive scheme.
- Recommend-a-friend scheme with up to 1500 payout.
- Social events and gatherings.
- Onsite parking.
- Cycle to work scheme.
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