IT Service Desk Team Leader

  • Location

    Rickmansworth, Hertfordshire

  • Sector:


  • Job type:


  • Salary:

    £180 - £200 per day

  • Contact:

    Vital Bristol Technology

  • Contact email:


  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


  • Start date:


  • Client:


Our client are one of the world's leading project development and construction groups and they are currently looking for a IT Service Desk Team Leader to start on the 6th August until 31st August.

Purpose of Role/ Job Summary:

As a member of the IT Service desk team, you will provide 1st line technical support to Skanska UK employees. The role is desk based and involves being logged onto the telephone system and logging incoming calls via emails. You will be expected to manage the logging and resolution of IT technical faults and enquires, monitoring progress and keeping customers appraised of events.

Duties and Responsibilities

  • Log, track and resolve incoming incidents and service requests from end users via telephone, portal and email.
  • Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem solving skills to resolve 70-80% of all incoming calls.
  • Accurately record all call details onto the IT Service Management tool, making sure all customer details are checked and updated where necessary.
  • Ensure calls are managed efficiently and regular updates are provided and entered into the IT Service Management tool.
  • Monitor and escalate progress to the severity of the issue as appropriate.
  • Utilize diagnostic tools, FAQ's and knowledge bases to aid in troubleshooting.
  • Co-ordinate the assignment of 2nd and 3rd line issues to the appropriate team for speedy resolution.
  • Recommend information for inclusion in the knowledge base.
  • Be able to offer general advice, points of contact and guidance on all available IT services.
  • Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours.
  • Work with other members of the team on a rota basis to ensure that the IT Service point is continually staffed during operational hours.
  • Maintain and record accurate customer contact details and other relevant documentation.
  • Carry out the role in line with IT policies and procedures.
  • Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours.

Experience/Knowledge Required:

  • To be considered for this role, you must have 2 years' experience in an IT service support environment, which includes experience of administering and providing support for the following:
    • Microsoft Windows 7 and 10 operating systems.
    • Microsoft Office 2013 / 2016 and other windows based applications.
    • A wide range of other 'desktop' software.
    • Collaboration systems.
    • Web applications.
  • PC, Laptop and Printer hardware.
  • iPhones and iPads.
    • Active Directory services.
  • Experience of logging and updating calls via an IT Service Management tool.
  • Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner.
  • Demonstrate commitment to service quality and customer focus.
  • Enthusiastic, participative style capable of gaining the commitment and support of others and building strong, productive team relationships.
  • Good self-discipline, including a willingness to observe technical standards and a commitment to effective documentation.
  • Methodical approach to planning and completing work to strict deadlines.
  • Well-developed communication skills including a clear, concise style of presentation in oral and written work.
  • Strongly self-motivated and able to work with minimum direct supervision.
  • Trustworthy with sensitive information.
  • Flexible approach to the content and hours of work.
  • Ideally, will have an understanding of the Construction industry and of the deployment of IT within the Construction environment.


  • Good all-round education including GCSE Maths and English, or equivalent, as an absolute minimum.
  • ITIL Foundation level or Service Desk Institute accreditation desirable.
  • MCP or equivalent experience desirable.
  • CompTIA A+ or equivalent experience desirable.

If you do not hear from us within seven days, then your application has not been successful on this occasion. We may however keep your details on file for any suitable future vacancies and contact you accordingly.