IT Service Desk Lead (Freelance/Contract)

Overview

Role: IT Service Desk Lead (Freelance/Contract) – Maidenhead, United Kingdom

Exp: 5+ Years • Location: UK

Responsibilities

• Incident and Service Management: act as the escalation point for complex incidents and service requests, ensuring timely resolution in accordance with agreed SLAs.
• Perform root-cause analysis and drive resolution of recurring problems.
• Monitor service delivery performance, proactively identifying potential disruptions and coordinating corrective actions.
• Lead the configuration, optimisation, and rollout of ZohoDesk (or equivalent ITSM tool), including ticket workflows, SLAs, automations, queues, escalation rules, and dashboards.
• Define and implement standard service desk templates, including incident, service request, change, and problem templates, ensuring consistency across projects and support teams.
• Establish and enforce service desk best practices, documentation standards, and operating procedures to improve ticket quality, response times, and resolution efficiency.
• Act as the primary point of contact for service desk tooling, working closely with support teams and stakeholders to support adoption, continuous improvement, and reporting.

• Technical Support and Analysis: provide advanced technical support and guidance to internal users and external clients across systems, software applications, and infrastructure.
• Analyse data, identify trends, and recommend enhancements or solutions to improve overall service quality and reliability.

Relationship Management

• Collaborate closely with internal stakeholders, technical teams, third-party vendors, and external clients to manage service expectations.
• Support relationship management activities by clearly communicating technical solutions and service updates.
• Lead or participate in projects aimed at improving service delivery processes, documentation, and tools.
• Contribute to the knowledge base by developing and maintaining accurate, accessible documentation.

Process & Performance Management

• Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements.
• Familiarity with ITSM tools (ServiceNow and/or Zohodesk), operational dashboards, and automation.

Compliance and Governance

• Ensure compliance with company standards, industry best practices, and applicable UK regulations (e.g., ISO 27001, GDPR, ITIL frameworks).
• Maintain accurate records of service-related activities for auditing purposes.

Training and Support

• Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance.

Essential Skills and Experience

• Proven experience as a Service Analyst, Senior Service Analyst, or equivalent role within an enterprise-level service management or IT support environment.
• Comprehensive understanding of ITIL practices, particularly Incident, Problem, Change, and Service Level Management.
• Demonstrable experience using ITSM tools (e.g., ServiceNow, Zohodesk, Jira Service Management, Freshdesk).
• Excellent analytical and problem-solving skills, with experience conducting root-cause analyses and recommending effective solutions.
• Strong technical background with proficiency in common enterprise technologies (Microsoft 365, Azure/AWS, network troubleshooting, databases, application support).
• Outstanding communication and interpersonal skills; adept at conveying complex information clearly to diverse audiences.
• Experience in developing, maintaining, and enhancing knowledge bases and service documentation.

Desirable Qualifications

• ITIL Foundation Certification (essential), ITIL Intermediate or Practitioner Certification (desirable).
• Certification or familiarity with Agile practices, Scrum methodologies, and project management (e.g., PRINCE2).
• Technical certifications (e.g., Microsoft Certified Solutions Expert, AWS Certified Solutions Architect, Cisco certifications).

Personal Attributes

• Proactive, self-motivated, and driven to continuously improve.
• Collaborative, team-oriented, with strong stakeholder management capabilities.
• Ability to prioritise workload effectively under pressure and manage conflicting priorities.
• Flexible and adaptable to changing business demands and priorities.

#J-18808-Ljbffr