Service Desk Team Lead, ITIL, Microsoft, Helpdesk Job in London City and West End, London, UK

The client is a successful and growing company managing funds for pensions schemes, insurance companies, private investors, corporations and mutual funds. The business environment is dynamic and highly responsive to change.

The function of this role is act as the first line of support, ensuring that internal and external customer incidents or service requests are accurately recorded, responded to and resolved within the SLA set for the customer.

The job holder is responsible for both the day to day management and active involvement in the delivery of a professional service, acting as the first point of contact into the IT Service Delivery team. This function will provide analysis, investigation and resolution of incidents or requests, including the accurate functional escalation and lifecycle monitoring through second and third line support groups as appropriate.

Requirements:
- Support Processes - Understanding of IT Support Processes, including use of tools to log and diagnose incidents. Awareness of escalation processes how and when incidents should be escalated to other teams or to management.
- Microsoft Windows/Active Directory
- Microsoft Exchange Administration
- Microsoft Office 2010
- Remote Support Tools
- Basic Network Principles
- IT Security
- Blackberry Configuration and Server Administration
- ITIL Certified

The role is based in the City, paying up to GBP35000.

(Real Staffing Group acts as an Employment Agency and an Employment Business)