Senior Service Desk Technican

Senior Service Desk Technician - Liverpool Full-time office-based role (5 days/week)

A growing retail company seeks a Senior Service Desk Technician provide hands on senior level service desk support, to mentor junior staff and support the Service Desk Manager.

Key Responsibilities:

• Assist in supervising Service Desk staff
• Manage IT support queue and aid technicians
• Monitor SLAs and escalate issues
• Support metrics reporting and distribution
• Provide manager coverage during leave
• Maintain on-call rota and out-of-hours support
• Participate in incident, problem, and change management processes
• Analyze trends to prevent recurring issues
• Gather and act on user feedback
• Ensure compliance with policies and procedures

Required Experience:

• 1+ years in a team leader role
• 3+ years as a Service Desk Technician
• Strong problem-solving and communication skills
• Experience with ITIL framework and ITSM systems
• Proficiency in tools like Asana, Google Apps, and ITSM software
• Ability to work autonomously and think innovatively
• Experience in stakeholder management and facilitating meetings

This role offers an excellent opportunity for an experienced Service Desk Technician to advance into a leadership position.

To apply, please submit your CV for immediate consideration.

Ascent People is the acting employment agency. All qualified applicants will be considered.

ADZN1_UKTJ