Service Desk Implementation Lead

The Service Desk Implementation Lead will work closely with the Service Delivery Manager, leading a project to rejuvenate the operation of the service desk function within the College, delivering a step change in the organisation’s approach to providing end user support.

Service Desk Implementation Lead will play a key role in managing the replacement of a key line of business system and have the requisite technical and communication skills required to constructively engage with key stakeholders. The post holder should also be familiar with capturing end user requirements and be able to translate these requirements into a series of operating models that will shape the operation of the service desk function within the College.

With the intention of empowering staff through the delivery of new and enhanced self service capabilities, the new service desk system will underpin areas of the College’s revamped and refreshed intranet portal, MyFife, and will form a core part of an online portal allowing end users to access technical support as and when they need it.

The Service Desk Implementation Lead under the direction of the Service Delivery Manager will work closely with Lead Operations Technicians to design new ways of working that streamline the provision of end user support and increase the ability to respond to end users in a timely fashion.

It is essential that you are educated to HND level or equivalent (SCQF level 8), or have equivalent professional experience/qualifications in a relevant area. You should also hold PRINCE2 Practitioner or equivalent project management qualification or recent relevant experience.

With a keen attention to detail, the post holder will horizon scan for opportunities to introduce proactive methods of capturing end user feedback and will work closely with the Service Portfolio Manager to integrate the new service desk tool into existing systems, thereby making it possible for end users to quickly and easily raise support requests.

This post is temporary until 31 August 2020.

No CVs (personal or agency) accepted. Method of applying is by fully completed application form.

The role may require travel within the Fife region.

The above post(s) will be subject to the Protection of Vulnerable Groups Scheme and as such the successful candidate(s) will be required to make an application for membership under the Scheme

Our Human Resources Team are available to answer any questions you may have about any of our vacancies. Contact the team by emailing humanresources@fife.ac.uk