IT Service Desk Team Leader Review
at Travis Perkins plc
Higher Level Apprenticeship
Information Technology
Northampton, Northamptonshire
Review Submitted: January 2025
Overall Rating
4.4 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
-
Overview of Role
5/5
-
Skills Development
4.2/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
Daily Team Management of up to 7 analysts and 1 senior, hosting regular performance and mentoring sessions.
• Oversee and participate in the Recruitment, Selection and Employment of new resources onto the IT Service Desk.
• Accountable for achieving agreed KPIs Produce, monitor and present regular reports on the team’s performance.
• Verifying the quality, accuracy and timelines of responses and actions taken by Analysts.
• Work collaboratively with the Service Continuity Team to clearly identify trending and recurring incidents
• Contributing towards the Knowledge Management Platform to drive staff collaboration and development.
• Ensure all HR processes are followed for the team to include PDP, Annual Reviews & disciplinary procedures etc.
• Assisting with maintaining the Service Desk Knowledge base, ensuring that articles are up to date at all times, ensuring that new services are introduced to the Service Desk in line with Service Transition.
• Work within defined processes / defining process gaps.
• Management of 3rd party suppliers & customers.
• Oversee and participate in the Recruitment, Selection and Employment of new resources onto the IT Service Desk.
• Accountable for achieving agreed KPIs Produce, monitor and present regular reports on the team’s performance.
• Verifying the quality, accuracy and timelines of responses and actions taken by Analysts.
• Work collaboratively with the Service Continuity Team to clearly identify trending and recurring incidents
• Contributing towards the Knowledge Management Platform to drive staff collaboration and development.
• Ensure all HR processes are followed for the team to include PDP, Annual Reviews & disciplinary procedures etc.
• Assisting with maintaining the Service Desk Knowledge base, ensuring that articles are up to date at all times, ensuring that new services are introduced to the Service Desk in line with Service Transition.
• Work within defined processes / defining process gaps.
• Management of 3rd party suppliers & customers.
To what extent do you enjoy your programme?
5/5
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Daily interactions internally
Daily interactions externally
Projects
Daily interactions externally
Projects
Structure and Support
How well organised/structured is your programme?
5/5
I have monthly sessions with my coach and bi monthly reviews with my manager and coach about my progress.
How much support do you receive from your employer?
5/5
I have a day dedicated towards my program
How much support do you receive from your training provider when working towards your qualifications?
5/5
I have had 1-2-1 sessions for my function skills where I did need support on both English and Maths. I have passed my English first time and working towards my Maths with exams planned in Feb
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I feel like I have gained so much experience, tools and mindset to be able to be more confident in my role
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
1/5
N/A
Recommendations & Advice
Would you recommend Travis Perkins plc to a friend?
Yes
Why?
They give you a chance to be great at your role
What tips or advice would you give to others applying to Travis Perkins plc?
Be honest and ensure that you read the job spec before the interview
