Croydon jobs Service Desk Specialist

Croydon jobs role full-time role. After the probation period hybrid working is available. Must be able to commute to Croydon but if needed to the client’s London office.

Job title: Service Desk Specialist – HaloPSA/ITSM
The salary is from £40,000 to £50,000.

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This Service Desk Specialist role is part of a newly formed Service Management within a large IT company.
The company is growing its ITSM / Managed Service Offerings but needs an experienced
Service Management Specialist to join their team. The role reports to the Service Manager, but you will work together to expand the Service Management offerings and support models. Furthermore, you will establish the company’s ITIL process in line with the CRM, ITSM, and HALOPSA.
Most importantly, we are looking for someone driven, proactive, and a great team player.

SERVICE DESK

Firstly, manage, develop, and upskill the Service Desk Team to ensure a high level of customer service.
Secondly, make sure ITIL processes are followed by the service team.
Also, report on operation performance as needed.
Furthermore, meet and report on Service Desk KPIs.
Promote the service desk with senior management to ensure they understand the value of the service.
Assisting with the management of the Change process, such as reviewing requests for
changes for completeness and assisting with approvals – CAB Member.
Finally, work with the Service Manager to establish Service Offerings and cost models.

SERVICE DESIGN

Firstly, assist with Designing New Services in line with Service Desk abilities ready to transition to a live service.
Secondly, build and maintain Transition Processes and Checklists. This is to ensure new services are onboarded correctly. Make sure each team has the knowledge to support the service.
Execute activities as part of the Service Transition process. Assist PMO with managing projects to hand over to the Service Desk.
Ensure that all relevant staff have the knowledge and training in the service transition process and are aware of their role in the process.
Ensure documents, agreements, processes, and tools required for any new system are in place before they go live. Where documents are incomplete, make sure the risks are understood and agreed upon with the relevant teams.
Finally, make sure you document and sign off life support and warranty exit criteria. For example, governance and assurance framework.

Skills required for this role:

Firstly, 6 years of working with a Managed Service Provider (MSP)
Secondly, you must be a great Service Delivery Manager
Strong experience working with ticket management systems (preferably HaloPSA/ITSM).
Working knowledge of ITIL practices and processes.
Also, ability to build and document processes.
Experience working with vendors and 3rd parties suppliers.
Knowledge of how services connect and enable End Users to perform work-related tasks through connecting to Network, Server, and storage platforms.
The ability to build and maintain a Service Desk.
Finally, you must have a good understanding of the design and Transition of live services

Qualities:

Firstly, must be a good timekeeper.
Secondly, be organised and a good decision-maker.
Analytical, with good attention to detail.
Excellent verbal and written skills.
Passionate, professional, with a ‘can-do’ attitude at all times.
Also, must be a team player and be able to adapt to changes fast
Must be driven and committed.
Furthermore, be able to work across cultures and social groups.
Finally, be able to travel and have a driving License.

So, if you are looking at Croydon jobs and are a Service Desk Specialist then apply for this role today!

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Find out more about sought-after qualifications for IT support, by checking out this blog  IT Support paths

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