Service Desk Team Leader - Current Vacancy

Service Desk Team Leader with knowledge of ITIL (preferably qualified), skilled in providing 1st line support, setting and achieving SLAs, problem resolution and managing staff is urgently required. You will be responsible for playing the lead in resolving, prioritising and escalating calls of diverse nature internal and external of the business. You will take an active role in developing SLA's and the service catalogue, monitor the performance of the helpdesk, ensuring response times are in line with service specification. and analyse all helpdesk queries identifying common themes, and where appropriate, make suggestions regarding the development of non ICT procedures. You will also provide management and leadership to the staff within the 1st line support analysts, ensuring the management of staff performance and development, delivery of work objectives, staff attendance, positive staff behaviour and the provision of support and guidance appropriate to individual need. This is an excellent opportunity to work within a friendly environment. Please do send a detailed CV asap. G & G Recruitment are working as an Employment Agency.