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Senior Service Desk Lead
2 maanden geleden
Senior Service Desk Analyst Role
We are seeking a highly skilled and experienced Senior Service Desk Analyst to join our internal service desk team at NCC Group. As a Senior Service Desk Analyst, you will be responsible for leading our service desk team towards a more mature and refined operation that delivers excellent support to our stakeholders.
Key Responsibilities
- Provide first/second line technical support for all incidents, service requests, tasks, and change requests;
- Support FoxIT/NCCGroup both remotely and on-site where necessary on a range of FoxIT/NCC Group services, systems, and equipment within agreed SLA timescales;
- Manage standard and escalated incidents, service requests, change requests, tasks, and project requests, ensuring they are handled in an effective manner and progressed to resolution;
- Proactively seek to resolve problems and escalate more complex issues to the appropriate team;
- Pre-build and maintain NCC Group hardware and dispatch to Client where necessary. You may be required to attend other sites for installs, testing, and training where necessary;
- Log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process.
About Fox-IT
Fox-IT, or Fox, stands for making the world safer and more secure. We contribute to making society safer and more secure with our technical and innovative solutions. Our team consists of Red Team hackers, Blue Team defense specialists, highly skilled developers, trusted security consultants, and more. We continuously develop our individual skills and knowledge.
We are critical thinkers, naturally security paranoid, and thrive on development. We are part of NCC Group and work together with 2000 like-minded colleagues around the globe to create a safer world.
We aim to create an environment where everyone can reach their full potential. We work together, are brilliantly creative, embrace difference, and want you to join our mission.
Requirements
- You are a service desk professional with excellent communication and interpersonal skills;
- You have strong leadership skills and experience in a senior or lead service desk analyst role;
- You have a proven track record identifying trends, implementing improvements, and taking the service desk operation to the next level;
- You have a deep understanding of ITIL methodologies and implementing service excellence;
- You take ownership of your work and are committed to delivering a high-quality result.
Our Offer
You will work in a challenging and dynamic environment where you can make a difference and grow your skill-set. You will receive a competitive salary and benefits package, opportunities for training, certification, and career growth, and a supportive and collaborative team culture that encourages professional development.
