Senior Service Desk Engineer

Summary

Join Livestock Information (LI) Ltd as a Senior Service Desk Engineer and lead the day-to-day operations of the Service Desk, ensuring high-quality customer service and support. You will oversee incident management, request, and problem resolution processes within the ITIL framework. This role blends problem-solving, communication, and adherence to industry standards for optimal IT service provision. You will manage and motivate the service desk team, ensuring efficient handling of incidents and requests. The position requires ITIL certification and extensive service desk experience. LI offers a fully remote and flexible work setup, along with other benefits.

Requirements

• Possession of an ITIL Certification, demonstrating a comprehensive grasp of ITIL service management processes
• Extensive experience in an IT Service Desk or Support role
• Exceptional leadership, organisational, and decision-making abilities
• Outstanding communication skills, enabling effective interaction across all levels of the organisation
• Proven track record in managing and prioritising tasks and projects in a dynamic environment
• Familiarity with service desk software and ITSM tools
• Strong analytical skills complemented by a proactive problem-solving mindset

Responsibilities

• Leading, motivating, coaching, and supporting the service desk team
• Overseeing the efficient handling of service incidents and requests, ensuring they are logged, prioritised, assigned, and resolved within agreed timelines. Escalating complex issues to appropriate technical teams as needed
• Overseeing the running of Major Incidents, setting up and running bridge calls ensuring that resolution targets are achieved and that stakeholders are kept informed in line with process communication plans
• Leading problem management activities to identify the root causes of recurring incidents and work with relevant teams to implement permanent fixes
• Using ITIL best practices to continually assess and improve service desk processes, tools, and performance metrics. Working with our CSI Lead to implement strategies to enhance customer satisfaction and service delivery efficiency
• Serving as a primary point of contact between the IT department and business units for the Service Desk. Communicating effectively with stakeholders at all levels regarding service disruptions, updates, and continuous improvement initiatives
• Supporting the Knowledge Manager in ensuring the service desk team maintains and utilises an up-to-date knowledge base. Promoting knowledge sharing and documentation of solutions to improve resolution times and self-service capabilities
• Monitoring service desk activities and performance metrics to ensure service levels are met. Implement quality assurance practices to maintain high standards of service

Benefits

• A fully remote and flexible working set up
• 25 days annual leave, increasing by 1 day each year of service up to maximum of 30 days (plus Bank Holidays)
• 1 Privilege Day
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued