or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs). Develop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance. Assist technicians in tackling complex customer issues by leveraging your own technical … Proven leadership and team management skills with a focus on IT service delivery. Strong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks. In-depth knowledge of ticketing systems and performance management tools. Experience working in a fast-paced, customer-centric environment. Excellent more »
ability to identify issues. *Analyse a range of factors when analysing a system issue and suggest solutions. *To ensure all incident management complies with ITIL processes. *To take the lead for a reported incident, as agreed with the Systems Manager, ensuring that communications are maintained with the relevant staff throughout more »
abilities, including the ability to motivate, coach, and develop a team of support professionals. Experience working in a Managed Service Provider (MSP) environment - Ideal. ITIL certification - Ideal. more »
PowerShell and PnP PowerShell skills, including development of ground-up Scripting across Microsoft 365 services to automate manual tasks, would be advantageous. Microsoft and ITIL certifications are beneficial (but not essential). more »
