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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.
