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Service Desk Team Lead
Whiteknights Reading UK

Job reference: SRF32329

Location: Whiteknights Reading UK

Closing date: 04/10/2020

Job live date:

Salary: £30,942 to £40,322 per annum

Employment type: PM-ALC

Department: Digital Technology Services

Division: Service Delivery & Operations

Hours per week: 1.0 FTE

Employment Basis/Type: Full time, Permanent

The Service Desk is at the heart of Digital Technology Services, providing first line IT support, responding to incidents and service requests via the Self-Service Portal, telephone, email, face-to-face and remote support tools.

The post holder will be responsible for the operational coordination of the team including managing shifts, acting as a senior escalation point to the team and supporting the Head of Customer Experience & Service Delivery to ensure the quality and timeliness of the delivery of IT Support. 

This role requires the ability to develop effective working relationships with colleagues, in order to ensure that a consistent,high quality service is delivered by the Service Desk.

This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge. The successful applicant will have experience of promoting a work ethic of delivering excellent standards, resolving queries efficiently and effectively.

You will have:

  • Experience of staff scheduling and effective team co-ordination
  • Supervisory and coaching skills and the ability to influence and motivate others
  • Excellent communication skills, written and verbal
  • The ability to work effectively under pressure
  • Experience of day-to-day planning and prioritisation of workload
  • Understanding of the importance of customer experience in the delivery of IT services

Interview date TBC

Informal contact details

Contact role:

Head of Customer Experience & Service Delivery

Contact name:

Eleanor Draycott

Contact phone:

0118 378 2904

Contact email:

The University is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter and the Race Equality Charter, and is a Diversity Champion for Stonewall, the leading LGBT+ rights organisation. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.


The closing date for this job has now passed.


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