Senior Service Desk/IT Shift Leader

Job Ref No

js 4262

Salary (per hour)


Start Date






Senior Service Desk/ IT Shift leader

An exciting opportunity has arisen for a Service Desk/ IT Shift leader to join well established blue chip organisation in Peterborough.

As a Service Desk/ IT Shift Leader you will have good IT experience and ideally some man management experience although this is not essential.

Hours of cover are

7 am earliest start 8:30pm latest finish. Be a week of earlies, then mid shift then late on a rolling basis.
1 – 5 Weekends – Saturday & Sunday to be worked with Rest Days.

Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities

Process, Procedures and Contractual
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

Customer Service
Endeavour to provide all clients customers with the best level of customer service and support.

Service Performance
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

Process, Procedural and Contractual Responsibilities:
• Ensure process, procedural and contractual agreements are being followed correctly
by the team.
• Daily, Weekly, Monthly & Ad-hoc reporting when required.
• Point of escalation for both internal and external customers, taking ownership
through to resolution
• Creating and Approving agreed Knowledge processes

Customer Service Responsibilities:
• Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Lead.

Service Performance Responsibilities:
• Through monitoring, management and contribution ensure the team achieve and exceed
relevant SLAs, OLAs and KPI’s
• Identify and escalate any potential breach of service level or risk to our client ,
where possible mitigating breach and managing to resolution
• Knowledge of the working practices of the area responsible for
• Good working knowledge of Microsoft Word, Excel and Outlook
• Previous exposure to Active Directory

So if you are a Service Desk/IT Shift leader looking for your next exciting contract apply now!

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