Information Technology Service Desk

Our client is seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of their Service Desk providing 24/7/365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users., Team Leadership & Supervision:

• Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner.
• Provide mentorship, guidance, and on-the-job training to junior technicians.
• Serve as the point of escalation for more complex or high-priority incidents
• Ensure team members follow procedures, managing their tickets effectively, and adhering to established service level agreements (SLAs).

Service Desk Operations:

• Serve as the primary point of contact for all IT-related inquiries and incidents from end users via phone, email, or ticketing system.
• Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
• Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

Communication & Reporting:

• Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests.
• Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
• Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.

Continuous Improvement:

• Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
• Participate in training and development opportunities to improve technical skills and knowledge

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role. This is hybrid based., * At least 2+ years of experience leading or supervising a team in an IT support capacity.

• Proven experience in IT support, technical support, or helpdesk roles ideally within an MSP environment.
• Prior experience in a leadership or supervisory capacity within an IT environment is preferred.