Service Desk Team Lead (24x7)
If you’re an experienced Team Leader with a Service Desk background or a Service Desk Analyst who is looking to progress into management then this could be the opportunity for you…On offer is the chance to be involved in a truly unique global project for a market leading organisation where you will have the autonomy to ‘run it like you own it’.Computershare UK are the global market leaders in financial administration. Due to continued expansion we have a challenging yet rewarding Service Desk Team Leader role on a 24x7 shift where you will lead a team of Analysts who support an impressive 16,000 IT users worldwide. So if you are looking for an opportunity where you can be part of a great team, in a great company with great opportunities, apply now. Make a change that could take your career to the next level.Duties and responsibilitiesWork with SME’s around the globe to establish required monitoring and escalation processes.Attend regional and global meetings including Change Advisory Board (CAB) meetings and ensure knowledge of changes and events is shared with the Global Service Centre as required.Produce communications to be distributed, to regional and global stakeholders.Produce and contribute to regular Management Reports.Shift admin – ensure staff and skills coverage for your shifts.Communicate with Team Leaders on other shifts and ensure ongoing work is handed over.Support Shift manager responsibilities including reward, appraisal, recruitment and academy training.Drive the team’s Continual Service Improvement objectives; Identify repeat incidents and highlight potential process improvements.Build and maintain good working relationships with all teams across the organisation.Meet goals and KPIs as set by the line manager.Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements. Essential SkillsTeam leadership and management experience (We would also consider Senior Service Desk Analysts who are looking to progress into Team Leaders.)Professional and courteous telephone manner.Willingness to work flexible hours / shifts.Able to learn new technologies and work in a technical environment.Able to follow set processes & procedures and highlight potential improvements.Able to troubleshoot hardware/software/network issues.Able to perform software and hardware installations.Good Understanding of ITIL Framework and best practice desirable.Understanding of Microsoft tools and systems.Company BenefitsYou’ll enjoy 25 days holiday, an excellent pension, an employee share plan so you can own a part of the company (with BOGOF shares), and a great range of flexible benefits to choose from, including the option to buy additional annual leave.Our current office is located in Edinburgh Park and is easily commutable; however we will be moving to a brand new facility in the city centre later next year with Bus, Train and Tram transport links as part of this project.As a global company, Computershare celebrates the diversity of our people and we welcome applications from everyone.At Computershare, we believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes. As a global organisation, with an increasingly agile workforce, we're happy to consider flexible working arrangements.All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.Computershare Investor Services PLC is authorised and regulated by the Financial Conduct Authority. Computershare Investor Services PLC is registered in England and Wales No 3498808 and the registered office address is: The Pavilions, Bridgwater Road, Bristol, BS13 8AE.