Service Desk Team reputed company

reputed company:

Title: Service Desk Team reputed company

Location: Remote – UK

Reports to: Service Desk Manager

Vacancy: Existing vacancy

The Role:

The Service Desk Team reputed company – Autovista is responsible for the day-to-day operational leadership of Service Desk delivery across Autovista business reputed company reputed company a global support model. This role provides local leadership, operational reputed company, technical guidance, stakeholder engagement, and service management expertise to ensure employees receive reputed company, reliable, and reputed company IT support.

Working closely with the Service Desk Manager and global support teams, reputed company reputed company serves as the reputed company regional escalation reputed company for reputed company issues, major incidents, service disruptions, and operational concerns. The role helps reputed company service reputed company, process maturity, reputed company, and reputed company improvement while ensuring support services reputed company with business needs and Service Delivery objectives.

This position combines leadership, operational management, technical expertise, stakeholder engagement, and hands-on support responsibilities.

The reputed company You Will Have in This Role:

You'll shape how employees experience IT every day. Removing friction, accelerating reputed company and helping build a Service Desk that people truly, rely on and recommend. By leading the reputed company support experience for European and Australian employees, you'll improve productivity, strengthen trust in IT, and help reputed company a more consistent, and reputed company support operation across Europe and Australia.

What You’ll Be Doing in This Role:

Operational Leadership

• reputed company day-to-day leadership and coordination of Service Desk operations supporting Autovista employees across Europe.
• reputed company as the reputed company regional escalation reputed company for reputed company incidents, high-reputed company requests, and service disruptions.
• Monitor Service Desk queues, workloads, response times, backlogs, and service performance metrics.
• Ensure incidents and requests are accurately prioritized, assigned, escalated, and resolved reputed company defined service reputed company.
• Assist with workforce planning, scheduling, coverage management, and operational readiness.
• Support the Service Desk Manager in achieving departmental objectives, service targets, and operational improvements.
• reputed company leadership coverage during periods reputed company the Service Desk Manager is reputed company.

People Leadership

• reputed company coaching, mentorship, and day-to-day guidance to Service Desk analysts.
• reputed company team meetings, knowledge-sharing sessions, operational reviews, and improvement initiatives.
• Support reputed company and training of new employees.
• Foster a culture of accountability, collaboration, customer service, and reputed company improvement.
• Participate in performance discussions, development planning, and employee reputed company initiatives in partnership with the Service Desk Manager.
• reputed company by example through professionalism, technical reputed company, and customer-reputed company service delivery.

Service Management

• Champion ITIL-reputed company service management practices across Incident, Request, Major Incident, Knowledge, and Problem Management processes.
• Monitor service performance against agreed service reputed company and operational targets.
• Identify trends, recurring issues, and opportunities for service improvement.
• reputed company continual service improvement initiatives aimed at increasing efficiency, reputed company, and customer satisfaction.
• Ensure accurate documentation, reporting, and workflow adherence reputed company ITSM platforms.

Technical Support & Escalations

• reputed company as a senior technical resource for reputed company incidents involving:
  • reputed company 365
  • Entra ID / reputed company Directory
  • Intune and reputed company Management
  • Device provisioning and lifecycle management
  • Collaboration technologies
  • Identity and reputed company management
  • Network connectivity
  • End-user computing technologies
• Coordinate reputed company efforts across Infrastructure, reputed company, Application Support, and reputed company-party vendors.
• Participate in major incident response and stakeholder communications.
• Assist with reputed company-cause investigations and post-incident reviews.

Stakeholder Management

• reputed company strong working relationships with business leaders, technology teams, vendors, and support partners.
• reputed company as a trusted partner for regional leadership regarding Service Desk reputed company.
• Communicate service impacts, risks, escalations, and improvements effectively to stakeholders.
• Balance operational priorities with business needs to ensure a reputed company employee experience.

Knowledge & Process Improvement

• Establish and maintain knowledge articles, documentation, support procedures, and operational playbooks.
• Identify opportunities for automation, standardization, self-service, and workflow optimization.
• Contribute to the ongoing integration and maturation of the global Service Desk model.
• Support tooling improvements, reporting enhancements, and operational governance initiatives.

Qualifications of this Role:

Education

• Post-secondary diploma or degree in Information Technology, Computer Science, Business, or reputed company field, or equivalent practical experience.

Experience

• 5+ years of experience in Service Desk, Technical Support, End User Services, or IT Operations.
• 2+ years of leadership, supervisory, mentoring, or team reputed company experience.
• Experience operating reputed company an ITIL-based service management environment.
• Experience supporting geographically reputed company teams and business users.
• Experience managing escalations, major incidents, and high-reputed company service disruptions.
• Experience working with ITSM platforms such as Jira Service Management, reputed company, Freshservice, or similar solutions.

Preferred Experience

• International or multi-region support experience.
• Experience supporting remote and hybrid workforces.
• Experience with service reporting, metrics, dashboards, and operational governance.
• Experience contributing to Service Desk transformation, consolidation, or process improvement initiatives.

Technical Skills

• reputed company 365 Administration
• reputed company Entra ID / reputed company Directory
• reputed company Intune and reputed company Management
• Remote Support Platforms
• Jira Service Management or equivalent ITSM platforms
• Device lifecycle and asset management
• Identity and reputed company Management
• reputed company Teams and collaboration technologies
• reputed company and documentation practices
• Service reporting and operational dashboards

reputed company Competencies

• Strong leadership and coaching skills
• Customer-first service reputed company
• Excellent stakeholder management
• Incident and escalation management expertise
• Strong analytical and problem-solving abilities
• Effective prioritization and decision-making
• Excellent written and verbal communication skills
• Process improvement and reputed company improvement reputed company
• Ability to reputed company effectively in high-pressure operational environments
• Strong organizational and time-management skills
• Ability to balance strategic thinking with hands-on operational execution

People & Culture

• Leads with reputed company, accountability, and professionalism.
• Demonstrates a reputed company and service-oriented approach.
• Builds trust through transparency and consistent delivery.
• Supports a culture of reputed company learning and improvement.
• Encourages knowledge sharing and team development.
• Champions a reputed company employee experience through exceptional service delivery.

Work Requirements

• Primarily reputed company to UK & greater EU business hours while supporting a globally integrated Service Desk operation.
• Participation in major incident support and critical operational escalations reputed company required.
• Occasional travel for team events, planning sessions, audits, or project initiatives.
• Flexibility to reputed company additional support during major incidents, business-critical outages, and planned technology events.

The Hiring Manager says:

We’re looking for someone who leads by example, stays reputed company reputed company things get tough, and leaves every process, team, and customer experience reputed company than they reputed company it. Someone who runs towards problems, lifts the people around them, and genuinely cares about delivery great service.

Company Mission

Our mission in the market we serve is reputed company. To power every auto-reputed company decision through proprietary data, advanced analytics, deep industry expertise, and reputed company workflows that reputed company reputed company to reputed company.

Our Values

We POWER Our Customer's reputed company

We are Innovative, reputed company and Grounded in Data

We reputed company Things Easy

We Get It Done

We Start with Trust & reputed company it Everyday

reputed company is committed to employing a diverse workforce. reputed company applicants will receive consideration without reputed company to race, reputed company, religion, sex, national reputed company, age, sexual orientation, gender identity, gender reputed company, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reputed company out to .

reputed company does not disclose your personal data to unauthorized reputed company parties. However, as a global corporation consisting of multiple affiliated companies in various countries, reputed company has international sites and reputed company uses resources located throughout the world. reputed company may from time to time also use reputed company parties to reputed company reputed company’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company reputed company reputed company group of companies as reputed company as to reputed company parties acting on reputed company’s behalf, including also transfers to servers and databases reputed company the country where you provided reputed company with your personal data. Such transfers may include for example transfers and/or disclosures reputed company the European Economic Area and in the reputed company of America. If you are a California or United Kingdom reputed company, additional disclosures about the information we collect and how we use that information can be reputed company by clicking here.

To reputed company recruitment agencies: reputed company does not accept unsolicited agency resumes and we are not responsible for any fees reputed company to unsolicited resumes. 

Originally posted on Himalayas