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Job Descrption

IT Service Desk Lead

Salary: Up to £65,000 + Bonus + Benefits

Onsite role, every third week remote working.

Client Overview:

Our partner is a leading global commodities firm distinguished for its excellence in Energy and Metals sectors. We are in search of a IT Service Desk Lead to assist in developing and maturing the IT Service Desk function, a new and strategic area of development for the firm.

Skills & Experience:
• Extensive experience in IT Service Desk operations and similar lead type positions/experience.
• Strong understanding of ITIL best practices (ITIL Foundation preferred).
• Excellent communication skills with a focus on enhancing the end-user experience.
• Ability to perform 1st line fixes and support complex queries in a fast-paced environment.
• Strong organisational skills with the ability to work under pressure and independently.

Key Responsibilities:
• Drive the development of the IT Service Desk function with a customer-centric approach.
• Monitor day-to-day... operations to ensure efficient service delivery.
• Build strong relationships across the business, IT teams, and external vendors.
• Manage support tickets, ensuring accuracy and effective queue management.
• Act as the first escalation point for the business, resolving or escalating issues as needed.
• Maintain high QA standards for tickets to support a useful knowledge base.
• Oversee IT hardware procurement and ensure documentation is up to date.

If you are organised, proactive, and have a real passion for technology and IT service excellence, we'd love to hear from you!

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