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 employment agency. All qualified applicants will be considered. TPBN1_UKTJ