Service Desk Team Leader

WHAT IS ON OFFER

Alfred H Knight has an exciting opportunity for a Service Desk Team Leader to join our IT team based at our HeadQuarters in Merseyside. 

As the Service Desk Team Leader, you will oversee a team of five, managing the daily operations of the Service Desk. You will provide support to technicians with incident management and service request fulfilment when necessary.

ABOUT US

Alfred H Knight is a totally independent, family owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries.

We have honed and carefully crafted our reputation. Delivering knowledge and professionalism in all aspects of weighing, sampling and analysis. We thrive by continuing to re-invest in our facilities, technology and people. Click here to find out more about AHK.

DO YOU HAVE WHAT IT TAKES?

To be successful at Alfred H Knight you will need to display the following:

REQUIRED KNOWLEDGE AND WORK EXPERIENCE 

Required Competencies

• Excellent attention to detail, with an analytical mindset and ability to solve complex problems.

• Strong communication skills, with the ability to build a rapport with employees at all levels.

• Ability to consistently document information concisely and accurately.

• Comfortable working autonomously, able to act with intuition.

• Ability to think outside the box to bring fresh ideas to the table.

• Has authority, with a servant leadership style, supportive of ideas.

• Proactive and addresses issues promptly.

• Excellent prioritisation and organisational skills.

Required Work Experience

• 1+ years in a similar role.

• Exemplifies and promotes the highest customer service values and principles.

• Demonstrable experience facilitating meetings at multiple levels of an organisation and an understanding of facilitation techniques.

• Demonstrable understanding of the ITIL framework.

• Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.

• Understanding of ITSM system configuration.

Experience using tools such as:

• ITSM Software such as Halo ITSM or Freshservice.

• Google G Suite (Gmail, Google Chat, Google Docs) is preferred, but equivalent experience with Office 365 is considered.

• Windows Desktop Operating Systems (Windows 10,11).

• Android Mobile and Apple iOS Operating Systems.

• Microsoft Office 2016 and 2019.

• Mitel VOIP Phone Systems or equivalent VOIP Phone Systems.

• Experience using Mobile Device Management Solutions such as AirWatch.

• Windows Server Operating System, Active Directory - User Administration.

• Knowledge of Citrix, VMWare, or Cisco / Meraki Technologies (advantageous).

• Windows 10 Deployment (WDS).

Required Qualifications

• Educated to degree level.

• ITIL certification - preferred.

Required Languages 

• Spanish - business proficiency desired.

BENEFITS

We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme.