IT Service Desk Lead
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Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted over 3 years ago
Responsibilities
Assala is a global IT company with a strong presence in the UK. We offer a fast-paced and dynamic work environment with opportunities for growth and development.
We are looking for an IT Service Desk Lead to join our UK IT team. In this role, you will be responsible for managing the IT service desk, providing end-user support, ensuring SLAs are met, and collaborating with internal and external stakeholders. The ideal candidate should have previous experience in a similar role, strong technical knowledge, and excellent communication skills in English and French.
Responsibilities:
- Manage the IT Service Desk queues within ServiceNow
- Act as an escalation point and provide guidance to junior staff
- Assign service requests to the appropriate IT team and ensure timely resolution
- Provide end-user support in the London office
- Generate monthly reports for the IT Director
- Ensure smooth workflow within ServiceNow
- Coordinate with third-party companies to ensure timely resolution of requests
- Provide support during IT projects impacting the UK and Gabon business
- Deploy hardware and software systems
- Demonstrate analytical thinking and problem-solving skills
- Engage effectively with internal and external stakeholders
- Manage multiple and changing demands, meet deadlines, and exercise sound judgment
- Communicate fluently and confidently in written and verbal English (essential) and French (desirable)
- Desirable tech stack: SCCM, VOIP (Teams with direct routing), PowerBI, Audio Visual systems