White Horse Employment is pleased to be supporting a leading international healthcare client. The role will be supporting the service desk alongside the service desk team leads who manage the engineers/field engineer and IT admins.
The role will be very people-focused and you will act as the main conduit between the service desk and other service management process leads to ensure the service desk is kept aware of all updates to allow the service desk team to manage tickets and customer expectations accordingly.
Key Skills/Experience:
- At least 5 years experience managing a Service Desk in a large organisation.
- Demonstrable experience in maturing a Service Desk function
- Experience with coaching and mentoring team members in different roles with differing skill levels.
- Ability to analyse and manipulate raw data and turn it into meaningful reports (e.g. Excel, PowerPivot, PowerBI)
- Knowledge and experience of the ITIL IT Service Management Framework
- Experience in the management and configuration of Service Management Toolsets (ZenDesk)
- Awareness of Information Security principles relevant to Service Desk and industry standard framework (ISO27001)
- Experience in writing business proposals (e.g. justification for additional headcount).
- Experience in budgetary process and procedure.