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Service Desk Delivery Team Lead, App Support, Agency


Greater London Permanent £30000.00 - £37000.00 per annum + Great Benefits + Bonus

Service Desk Delivery Team Lead, App Support, Agency

Looking for a Service Delivery Lead to work on to join a Leading Global Digital Agency within their Technology (Software Team).

The Role:

  • Relentless pursuit of customer success with our products and services
  • Continue learning about the products (current and upcoming) you work with, to reinforce all your other objectives (educate / support, advocate, engage)
  • Carry out and report on daily system health checks for all supported applications
  • Develop trusted relationships with customers
  • Monitor the service desk for incoming incidents and service requests
  • Log incidents / service requests, allocating appropriate categorization and prioritization codes, ensuring that the defined SLAs and KPIs are recognized and adhered to
  • Complete first line investigation and diagnosis, updating incident records as necessary
  • Escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
  • Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
  • Participate in Major Incident Handling events, adhering to defined best practice
  • Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
  • Ensure that the appropriate governance and compliance guidelines are adhered to
  • Maintain a working understanding of the activities undertaken by the technology teams contributing to successful service delivery
  • Maintain a Knowledge Base, updating documentation where appropriate
  • Engage the communities you serve by hosting or participating in relevant communications (webinars, commenting in social media groups, and blogging)
  • Attend regular application support meetings with client teams, providing service updates and clarifying reporting outputs

Experience & Skills:

  • Experience of developing and managing demonstrable excellence in customer service delivery
  • Experience of successful service focused team management and development
  • Experience of establishing and driving a continuous service improvement programme
  • Understanding of the customer success journey and pre-requisites
  • 2:1 or higher in a Computer Science or Business related degree
  • 2-3 years commercial experience in Application Support
  • Understanding of application integration and testing processes
  • Experience with transcoding technologies and workflows
  • Support the Digital Marketing Manager and Digital team in development of strategy and resultant operational plans

This is a highly successful and progressive organisation which offers good career progression. The successful candidate’s will receive a salary between £30,000 – £35,000 + Benefits

Keywords: Help Desk, Service Desk, ITIL, Agency, Application Support, KPI’s, SLA’s, Customer Service, IT, Desktop Support.

Job Reference: JO-1607-88862

Salary: £30000.00 - £37000.00 per annum + Great Benefits + Bonus

Salary per: Annum

Job Duration:

Job Start Date: ASAP

Apply Now

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