Senior Service Desk Technican

Senior Service Desk Technician - Liverpool Full-time office-based role (5 days/week)
A growing retail company seeks a Senior Service Desk Technician provide hands on senior level service desk support, to mentor junior staff and support the Service Desk Manager.
Key Responsibilities:
Assist in supervising Service Desk staff
Manage IT support queue and aid technicians
Monitor SLAs and escalate issues
Support metrics reporting and distribution
Provide manager coverage during leave
Maintain on-call rota and out-of-hours support
Participate in incident, problem, and change management processes
Analyze trends to prevent recurring issues
Gather and act on user feedback
Ensure compliance with policies and procedures
Required Experience:
1+ years in a team leader role
3+ years as a Service Desk Technician
Strong problem-solving and communication skills
Experience with ITIL framework and ITSM systems
Proficiency in tools like Asana, Google Apps, and ITSM software
Ability to work autonomously and think innovatively
Experience in stakeholder management and facilitating meetings
This role offers an excellent opportunity for an experienced Service Desk Technician to advance into a leadership position.
To apply, please submit your CV for immediate consideration.
Ascent People is the acting employm...