Service Desk Shift Lead

Do you enjoy helping customers resolve issues and keeping services running smoothly? Are you looking for a role where you can take the lead, support others and make a real impact every day? This is your chance to join a supportive team where you will be the first point of contact for customers and play a key role in keeping essential services running. You will work on site in Farnborough as part of a 5 day shift pattern, taking ownership of incidents and problems from start to finish. You will also support your shift team, help keep everything running smoothly and contribute to a positive and collaborative working culture. What you'll be doing:

• Acting as the primary contact point for customers to report incidents, problems, enquiries and service requests.
• Managing incidents and problems through their full life cycle and resolving as many as possible at first contact.
• Recording and maintaining accurate information in line with operational procedures.
• Monitoring and progressing incidents and problems, applying correct severity codes and escalating in line with service level agreements.
• Providing clear and timely updates while liaising with Sopra Steria support teams, customers and third party suppliers.
• Leading a shift team, supporting Rota management and contributing to overall service desk operations.
  
  Experience of working on an IT helpdesk.
• Experience of working to service level agreements.
• ITIL knowledge.
• Ability to provide technical guidance to team members.
• Strong customer service and communication skills.
• Ability to identify service improvements.
It would be great if you had:
• Microsoft MCP qualification or equivalent.
• Recognised ITIL Foundation and ITIL Change or Problem Practitioner qualifications.
• Computer Sciences Diploma or equivalent.
• Knowledge of latest developments and future strategy for your area, including how these apply to Sopra Steria engagements.
• Experience with service management tools, techniques and methods.
  
  Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.
We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.