The Technical Service Lead is an IT Support professional with the technical capability to Resolve and assist in resolving IT related issues in person plus via email, phone and remote access. This Technical Service Lead role within the IT Services team has a wider Privilege Account access capability and permissions than a Service Analyst and therefore has additional and uplifted Technical and Documentation Responsibilities plus personal Accountability requirements. In addition, this role provides guidance in the technical, people and process domains to other members of IT Services. This is key to enable the IT Services team to deliver a highly effective, premium customer service.In common with the other members of IT Services organization the Responsibility to manage the throughput of information in ITs service operation toolset ensuring information entered in to systems is accurate and of high quality is also key to this role.
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ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks.
Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices
Sufficient level of IS/IT business awareness.
Working knowledge of the Avons chosen service management tool or other comparable Service desk toolsets
Knowledge of reporting methodologies and good communication skills
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.