Service Desk Team Leader/IT Support Team Leader at Telefonica Tech, London, £Competitive Rate

  • Contract Spy
  • London, UK
  • Jun 27, 2024
Duration not stated Customer Service Information Technology

Contract Description

We are currently hiring for a Service Desk Team Leader/IT Support Officer to t o supervise the provision of advice, assistance, and solutions in any area associated with the effective use of information and communications technology and their environments, procurement, provision, delivery, and maintenance.

The role is inside IR35, based in London, SE1, close to London Bridge.

Principal accountabilities

1.Manage a Service Desk team (consisting of a Support Officer and Business Support Officer) and take the lead to resolve persistent or high impact problems.

2.Lead on calls concerning the operation or interpretation of one or more information systems, and the direct provision of rapid and appropriate responses, including: channelling requests for help to appropriate functions for resolution, monitoring progress, and keeping users appraised of progress.

3.Ensure that their team properly logs all requests for assistance, and that all assigned requests are responded to in a timely manner and according to agreed standards and procedures.

4.Assist Team members to ensure they assist users in making effective use of desk top systems, products and services, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation.

5.Provide Out-Of-Hours cover as part of a rotation to handle calls relating to access to IT services.

Technical requirements/experience/qualifications

.Experience of motivating and managing individuals to meet work targets

.Demonstrable competence in problem solving within the context of logging and controlling queries and requests for information system and related assets and changes to information systems.

.Able to troubleshoot problems, produce relevant documentation, and manage escalations.

.Capable of understanding a user's technical needs or issues, gathering information, communicate regularly, and deliver a working solution.

.Proven experience working and delivering projects, as a contributor, and/or acting as the Technical Lead

.Good knowledge of supporting most of the software products or platforms below:


  • Desktop PC & Laptops
  • Apple Macs (Laptops, iMacs and Mini)
  • Mobile devices (iPhone and iPads, Surface Pro, Android devices)
  • Local and networked printers and scanners (including Multi-Functional Devices)
  • Hubs and Switches for local networking
  • Telephony (Cisco, Mitel, ACD)

Operating Systems

  • Microsoft Windows 7 and 10
  • Mac OS X
  • Apple iOS on mobile devices
  • Android on mobile devices


  • Administration of accounts on Active Directory/Azure Active Directory
  • Microsoft Office 2016/O365 Pro Plus for PC and Mac
  • Administration of Microsoft Office 365 Suite (Including Teams, Skype for Business)
  • Administration of accounts on Microsoft Exchange 2016/Online
  • Sharepoint, OneDrive
  • Builds - SCCM, Imaging, Task Sequence
  • Multi-Factor Authentication
  • Citrix environment
  • Mobile Device Management, such as Intune

Working Patterns

37 hours per week from Monday to Friday.

The Service Desk work a rotating shift pattern and this role is responsible for ensuring staff are available and ready to provide a service between 8am and 6pm following the rota below:

  1. 8:00am until 4:24pm;
  2. 9:00am until 5:24pm and
  3. 9:36am until 6:00pm.

Reasonable adjustment

Reasonable adjustment will be made to working arrangements to accommodate a person with a disability who otherwise would be prevented from undertaking the work.