Service desk deputy shift lead

Service Desk Deputy Shift Lead Location: Shrivenham, Swindon Salary: Up to GBP30,000 About the Company: Mainstay is representing a well-established managed service provider based in the Swindon area. This organisation delivers leading-edge secure solutions to customers in defence, blue light services, science/medical fields, and various university research departments. Role Breakdown: As a Service Desk Deputy Shift Lead, you will have the following responsibilities: Primary Responsibilities: Serve as the initial contact for both external and internal customers, ensuring prompt and professional responses to all communications (phone calls, emails, etc.). Identify, register, and categorise incidents, resolving issues at first contact using standard procedures and knowledge bases. Work closely with other support teams to troubleshoot or escalate complex issues. Allocate incidents in accordance with agreed SLAs and KPIs, and manage incidents to ensure customers receive regular updates and issues progress in line with Service Level Targets. Ensure all actions and diagnostics are accurately recorded in the Service Management toolset.Deputy Responsibilities: Act as a point of escalation for queries from colleagues. Coordinate engineers and communications during Major Incident processes. Coach, develop, and motivate colleagues, providing training to address capability gaps. Candidate Requirements: As a Service Desk Deputy Shift Lead, we need someone who is passionate and flexible, with the following attributes: Passionate about service delivery. Flexible and committed to completing tasks to deadlines. Able to respond quickly to changing priorities and work proactively under own initiative. Keen to learn and progress professionally. Must be able to obtain Security Clearance to SC level and potentially to DV.Essential Skills: Exceptional customer service and communication skills. Experience collaborating with internal teams and external suppliers. Strong analytical and problem-solving abilities. Effective prioritisation and execution of tasks in high-pressure environments. Excellent time-management and organisational skills. Ability to challenge and improve existing processes constructively.Desired Skills: Familiar with IT Service Management toolsets (e.g., Cherwell, Remedy, ServiceNow). Experience with centralised monitoring tools (e.g., SolarWinds, Nagios, Icinga). Proficiency with Windows 10 and Windows Server 2016 onwards. Knowledge of Microsoft O365 suite, especially in hybrid deployments. Experience with Active Directory administration, Linux server OS (RHEL and/or CentOS), VMware vSphere and ESX. Knowledge of backup and restore products (EMC, Veeam). Understanding of networking (LAN/WAN), ideally with Cisco, Juniper, or Fortinet. Experience working within an ITIL environment and supervising or mentoring a team. Benefits: A position as a Service Desk Deputy Shift Lead comes with an array of benefits: Annual professional and training development plan. Internal promotion model. Hybrid and flexible working options. Additional holidays after 2 and 5 years of service. Discretionary bonuses and regular salary reviews. 20% shift allowance (included in quoted salary). Subsidised healthcare scheme. Government Pension Scheme with up to 10% matching contributions. Perkbox employee incentive scheme. Recommend-a-friend scheme with up to GBP1500 payout. Social events and gatherings. Onsite parking. Cycle to work scheme.If you are passionate about service delivery, proactive, and eager to develop your career in a supportive and dynamic environment, we encourage you to apply for the Service Desk Deputy Shift Lead position