Lead L1 Support (37720)
Exciting opportunity for an experienced ICT Service Desk Team Lead in bustling London. That’s right, I'm searching for a tech-savvy professional skilled in monitoring, leading and improving operations in the fast-paced ICT industry. With an emphasis on excellent service delivery, your tasks will include managing ticket assignments, internal user support, hardware/software administration, and incident prevention. If you have a BSc in Computer Science or IT, 3+ years in help-desk management within a corporate environment, outstanding teammate capabilities, problem-solving skills and a strong customer service culture, join the growing team now. Both your technical expertise and effective communication skills will see you thriving here.
🚀 Project
- monitoring and leading the daily operations of the ICT Service Desk team, ensuring effective service delivery, setting team objectives, and driving continous improvements in operations and customer service
- managing tickets assignment, prioritization, and escalation to ensure incidents are resolved within agreed service levels and implements strategies to prevent future incidents
- supporting internal users of ICT services by administrating hardware/software, providing clarifications, training, and technical support to end users, ensuring efficient use of corporate systems
- handling the installation, configuration and maintenance of HW and SW components of the HQ offices
- analyzing and resolving error states of installed ICT equipment according to agreed design and IT security processes
- analyzing and handling the resolution of technical issues of the installed IT equipment and software, applying agreed processes and procedures
- applying L1, L2 or L3 support depending on the system or issue and escalates appropriately the incidents or problems to 3rd parties, assisting their investigation and aiming to reduce incident duration
- maintaining detailed records and documentation of incident reports, including problem information and resolution steps, to establish a better course of action for future incident prevention
- monitoring incident resolution, and provides technical clarifications and status updates to key stakeholders
- acting as the point of contact for external IT vendors, providing clarifications and support for the delivery of agreed services, ensuring vendor support meets business needs
- participating in IT projects related to the selection and implementation of new ICT services, or takes responsibility for specific stages of IT service delivery
- collaborating with a wider team of Service Desk specialists and a higher level of IT support L2
- creating documentation and procedures of installation and ICT administration, according to technical specifications and system characteristics
- working on other tasks within the agreed scope of work based on Supervisor’s instructions.
- managing escalations, monitoring service desk performance, and driving continuous improvements in service delivery
🎯 Skills
- excellent knowledge of English (C1-C2)
- BSc in Computer Science or Information Technology, or relevant work experience
- 3+ years of proven experience in help-desk management within a corporate environment
- strong understanding of Network & Systems Infrastructure
- help-desk exposure in the provision within a corporate environment
- strong customer service culture
- effective communication and team management skills
- excellent organizational prioritization skills
- strong problem-solving and decision-making skills
💯 Benefits
- stable job in a friendly and modern international environment
- competitive salary
- annual performance-based bonus
- 25 days of vacation
- additional benefits – pension contribution, life assurance, private medical insurance scheme etc.
- company events (health days, number of sports events sponsored by Allwyn)
- work equipment: Company Laptop, Company mobile phone + SIM Card & package of mobile data also for personal use
- office located directly in the centre of London, close to Bond Street underground station
