Job Description
Cpl are supporting one of our clients in their search for a Service Desk Lead to join their team.As the Service Desk Lead, you will be responsible for ensuring excellent service delivery, fostering a collaborative team environment, and acting as a point of escalation for technical issues. You will work closely with stakeholders and vendors to ensure all IT needs are met efficiently and will lead the onboarding of new employees, ensuring they are equipped and prepared to succeed from day one.On Offer: €55k - €60k, Pension, 25 days holidays, Life Assurance, Income Protection, Bike to Work Scheme, Education Support, Company Events, paid Maternity leave, paid Sick leave, EAP, Health & Wellbeing programme, Flu Vaccines, Bi-annual Health Screening provided by Laya, Recognition Awards, TaxSaver (Travel Pass), Extensive Wellness and Family Leave Programmes.Requirements:Minimum of 5 years IT experience, with at least 3 years in a Service Desk role.Proficiency in Microsoft Windows Operating Systems, Office 365, and Active Directory.Experience with remote access programs and service desk software.Basic networking skills and troubleshooting experience with Citrix clients (preferred).Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical users.Leadership abilities to mentor the service desk team and manage workflow effectively.Stakeholder management experience to liaise across teams and meet business requirements.Responsibilities:Promote exceptional service to end users and maintain high standards.Build strong working relationships across teams and departments.Respond to calls and emails promptly, providing effective support.Accurately input information into the service desk system.Prioritize and process support requests efficiently.Resolve first and second-line issues, escalating complex problems when necessary.Ensure new employees have fully operational equipment.Guide new hires on using provided systems for a smooth onboarding experience.Lead the team functionally, set priorities, and maintain processes.Assist with shift planning, reporting, and service quality improvement.Communicate with stakeholders to meet IT needs.Collaborate with vendors to ensure seamless service delivery. #J-18808-Ljbffr