EMEA Service Desk Team Lead
- Recruiter
- Larbey Evans Ltd
- Location
-
City of London
London (City of)London (Greater)
- Salary
- Market related
- Posted
- 23 May 2023
- Closes
- 20 Jun 2023
- Ref
- BG - ELIT
- Job Title
- IT Director
- Category
- Legal
- Contract Type
- Permanent
- Hours
- Full Time
Expanding US law firm is looking to hire a new EMEA Service Desk Team Lead on a permanent basis. This will be the first hire of its kind outside the US. This role will be a largely remote working role owing to this position supporting the EMEA region, with hours being optional of either 5am to 1:30pm or 6am to 2:30pm.
The focus of this role will be to provide high-quality support and leadership to the Service Desk Team. The role will need consistently strong customer service skills, technical expertise and proactiveness to ensure all tasks are carried out in a timely manner.
Core Duties:
The focus of this role will be to provide high-quality support and leadership to the Service Desk Team. The role will need consistently strong customer service skills, technical expertise and proactiveness to ensure all tasks are carried out in a timely manner.
Core Duties:
- Candidates will need to be well versed in 1st, 2nd & 3rd line support to ensure they can deal with any issues that may be sent to the Service Desk Team for desktop computer, mobile device, applications, telephony, and audio/visual support.
- Liaising with other members of the support team and IT Teams in the US & UK, providing hands on support to colleagues across the EMEA region who are experiencing desktop, operating system, application, telephony, and connectivity issues, and provide complete and timely
- Follow-through to successful resolution, engaging colleagues in a consultative capacity, taking a thoughtful and customer service oriented approach
- Provide solutions and desired outcomes, performing hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure colleague satisfaction, providing tier 1 level support,
- Planning and executing computer equipment installations, imaging, upgrades, and replacement projects and conducting research on computer products (trends in technology) in support of PC procurement and development efforts - evaluate cost benefit analysis of products and recommend hardware and installation purchases.
- Team Leads will take a hands on approach in dealing with any escalated tickets or issues.
- EMEA Service Desk Team Lead will need to be able to manage information reports, have knowledge of best practice frameworks such as ITIL & ISO20k and assist in the training of new and ongoing staff.