Service Desk Lead, Advania UK
£39k
Cloud hosting services
Job no longer available
Cloud hosting services
1001+ employees
Job no longer available
£39k
1001+ employees
Company mission
To empower people to create sustainable value with the clever use of technology.
Role
Who you are
- Experience in a team lead, supervisor, or managerial role
- Proven experience in a collaborative, team-oriented environment
- Exceptional customer service orientation and experience in handling escalations
- Ability to remain calm under pressure with excellent communication skills for stakeholder engagement
- Strong interpersonal skills focused on rapport-building, listening, and questioning
- Excellent written and oral communication skills
- Strong documentation skills
- Basic knowledge of computer hardware and software
- Proven ability to conduct research on various computing issues as needed
- Ability to quickly absorb and retain information
- Capability to present ideas in an accessible manner
- Highly self-motivated and directed with keen attention to detail
- Strong analytical and problem-solving abilities
- Proven ability to prioritize and execute tasks effectively in high-pressure situations
- Excellent time management skills and workload management capabilities
- Confident, ambitious, energetic with persuasive initiative
- Strong organizational skills with the ability to manage complex workloads and multiple priorities
- Proficient administration skills to maintain our ITSM system accurately
- This role requires that the successful candidate goes through the SC clearance process therefore, you will need to meet the minimum requirement of having lived continuously in the UK for the last 5 years. Any applicants that do not meet this requirement will be automatically rejected
What the job involves
- As the Service Desk Lead, you will be responsible for delivering high-quality and efficient customer service to our clients through the daily management of a team
- This includes hiring, motivating, rewarding, coaching, training, and problem-solving to ensure optimal performance
- You will also develop processes and procedures in alignment with ITIL best practices to facilitate smooth operations
- This role oversees a team that supports both channel and direct customers, managing porting and provisioning (P&P) tasks and handling escalations to guarantee seamless transitions while collaborating with third-party carriers/suppliers
- Additionally, you will provide internal ICT support to Advania UC by addressing requests via case management
- Successfully support channel partners and direct customers
- Manage the porting and provisioning function within the service desk team
- Provide internal ICT support, including billing audits and other requests
- Create post-incident reports (PIRs) and participate in PIR meetings
- Attend and chair INFO-X meetings in accordance with our governance model
- Foster continuous improvement within your team, including arranging training sessions to enhance skills
- Offer effective coaching and mentoring to team members
- Promote a culture of continuous service improvement
- Maintain excellent attendance and punctuality
- Conduct monthly one-on-one meetings with team members
- Serve as Major Incident Manager during Advania UC Major Incidents, ensuring compliance with the end-to-end Major Incident process and delivering an exceptional customer experience
Our take
Advania’s belief that “IT is a people business” has helped it consolidate a large market across Europe. Its IT outsourcing, infrastructure and integration services help companies, mainly SMEs, get the most out of the technology they use.
Advania’s solutions for IT management and tech integration offer companies a frictionless path towards digitalisation and efficiency. Its consultancy services help to accelerate the productivity of public and private companies, all through a people-first ethos. It's this ethos that sets Advania out from the crowded IT outsourcing market.
Though it has stiff competition, the company’s growth across Europe speaks for itself. In 2024, it purchased Servium, a UK-based managed services and IT procurement optimisation company. This move bolstered Advania’s position in the UK market and strengthened its product suite.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
City of London, London, UK
Leadership
Mikael Noaksson
(Co-Founder & Group Board Member)Former COO then Group CEO of the company. Previously National Manager at Kerfi, IT Manager at Virtus and was a Sales Manager at OnSite DataService.
Henrik Foyn-Laukvik
(Group Chief M&A Officer)Previously Board Member at Content+Cloud, Senior M&A Manager at Mercell Group, VP of Investment Banking at Bryan, Garnier & Co and was a Management Consultant at Accenture.
Herge Store
(Group CEO)Also a Boardmember at Posten Bring AS and VP at IKT-Norge. Previously Board Member at Electronic Chart Centre AS and was Administrative Director at Visolit.
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