IT Service Desk Team Lead

Recruiter
Burberry
Location
Leeds, United Kingdom
Posted
11 Oct 2022
Closes
07 Jan 2023
Ref
154389-en_GB
Function
Technology
Level
Manager
INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

Through your passion for IT service, you will be leading a team of 7 analysts at the forefront of the service desk to ensure the team provides a highly professional experience for our internal global customers and external partners. As the Global Service Desk team leader, you are the human face of Burberry IT.

The Global Service Desk in the UK, is operational between the hours of 8am and 12am, 7 days a week.

RESPONSIBILITIES

Delivering World Class IT Service, use a range of systems and tools to perform in depth analysis, diagnosis and speedy resolution of client device/software issues:
  • Accurately identify and analyse service requests and incidents related to the use of IT services
  • Help customers to resolve incidents and immediately complete requests where possible
  • Ensure requests and incidents are passed to the relevant second and third line teams, where applicable
  • Proactively manage backlogs of the teams incidents and requests.
  • Ensure the team are operating within SLA's
  • Document & share knowledge on new technologies, processes & improvements and best practice with Global Service Desk colleagues
  • Operate in accordance with Burberry's approved policies, procedures and processes
  • Be available to work flexible shifts should the need arise
  • Ensure the team meet our customer satisfaction ratings
  • Responsible for incident and request resolution from by the service desk
  • Calls are answered within the agreed SLA
  • Monthly 121's with your team
  • Internal and external quality monitoring
  • Improvement plans
  • Working with the wider IT function
  • Be a proactive leader


PERSONAL PROFILE

Qualifications & Experience
  • Strong team leadership experience from a service desk background.
  • Experience of working within a service desk or application support environment
  • Experience of working within a high pressured customer focussed environment
  • Worked in a variety of team structures and environments
  • The team supports the following technologies and working knowledge of these is beneficial. Training will be provided.
  • RemedyForce/BMC Helix
  • PC / Windows
  • Microsoft Office 365
  • Active Directory
  • VPN


Desirable
  • Mac OS X, iPhone and iPad
  • Outlook, Email, Calendars
  • SAP
  • Printers & Scanners
  • Audio Visual (AV)
  • Citrix


Skills
  • Excellent communication skills both written and verbal
  • The ability to understand our customers & what is important to them, communicating technical instructions in a non-technical way
  • Strong analytical and investigation skills with the ability to resolve issues in a high-pressure and time critical environment
  • Ability to take ownership and manage issues to resolution
  • Ability to work effectively and produce consistent results in a close-knit team as well as independently
  • Highly organised with the ability to prioritise workload and incorporate changing priorities


FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || Leeds || IT || ICS OPERATIONS & EMPLOYEE || n/a ||

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