Service Desk Lead

We are seeking a Service Desk Lead to drive the delivery of support services and manage the day-to-day activities of our Service Desk team. This role involves ensuring exceptional customer service, timely resolution of incidents and service requests, and the professional development of Service Desk Analysts.

Key Responsibilities:

• Maintain the Asset Register to track and protect software and hardware assets.
• Analyze and optimize current processes for continual service improvement.
• Translate lessons from complaints into service improvements and investigate automation opportunities.
• Investigate patterns and trends to resolve problems and determine preventative measures.
• Take accountability for issues and proactively find solutions.
• Understand and support various Technical products and services.
• Demonstrate knowledge of the ITIL service management lifecycle.
• Use data analytics to drive business performance and operational efficiency.
• Prioritize user needs and ensure a consistent experience for colleagues.

Requirements

• Strong team management and development skills.
• Experience in ITIL Service Management.
• Excellent communication and organizational skills.
• Understanding of technical and digital products and architecture.
• Capability in Microsoft Intune advantageous.
• ITIL4 Foundation certification advantageous
• External Candidates should have a minimum 5 years of total experience, 2 years of team leadership

Internal Application Deadline: November 13, 2024

Full job description available upon request.

Benefits

Why work for Euromonitor?

Our values

• We act with integrity
• We are curious about the world
• We are stronger together
• We seek to empower
• We find strength in diversity

International: not only do we have a very multinational workforce in each office but we are all dealing with our 16 offices worldwide on a daily basis. With 16 offices globally there are regular opportunities for international transfer.

Hardworking but sociable: our staff know how to work hard but also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of sports and other groups to be involved with.

Committed to making a difference: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

Excellent benefits: we offer highly competitive salaries, healthcare insurance, food vouchers, saving fund, plus generous holiday allowances and in many offices a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our managers and directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

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