We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Senior Service Desk Engineer at Livestock Information. The salary for this role is £40,000 - £45,000.. Are you an experienced Service Desk Leader on the hunt for an exciting new opportunity?. Do you have a knack for managing a service desk within a Microsoft landscape?. Would you love to contribute to the operation of vital platforms that assist the government in ensuring the safety and health of livestock?. If so, we’d love to hear from you!. At Livestock Information (LI) Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values.. As a Senior Service Desk Engineer at LI, you will be responsible for managing the day-to-day operations of the Service Desk, ensuring high quality customer service and support across all IT incidents and requests. Operating within the ITIL framework, you will oversee incident management, request, and problem resolution processes, aiming to minimize disruptions and maintain optimal service levels ensuring all service targets are achieved.      . This is an interesting role that’s a dynamic blend of problem-solving, communication, and adherence to industry-leading standards for optimal IT service provision.. Responsibilities. Your responsibilities will include. . 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.. . We are looking for someone with the following. . 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.. . Company Location: United Kingdom.