Helpdesk Team leader - £34k plus bens

  • Permanent
  • Guildford
  • Posted on January 30th, 2019
This vacancy is now closed

Helpdesk Team Leader




Our client a large IT Service Provider are looking for a Support Lead to go in and hit the ground running on their new project. 




  • Ensure that the 1st Line Support team responds to and resolves calls within agreed time scales and escalates any necessary calls to relevant teams.
  • Record and resolve IT issues raised by computer users
  • Supervision and coordination of the team and ensuring that everyone in the team is aware of and acts in adherence with the expected service targets
  • Proactively monitor and ensure the progression of all calls
  • Proactively manage tickets to ensure that all known issues are acted upon, documented and distributed
  • Work on service requests and tasks adhering to agreed time scales, SLA’s and quality standards.
  • Take the lead in the creation and continued updating of procedures and maintaining relationships with relevant departments.
  • Manage issues raised to ensure regular communication with end users and timely issue resolution is carried out.
  • Participate in root cause analysis as appropriate.
  • Act as the face of systems support for both the internal and Centre network customer and manage all service related communication and updates.
  • Support small and medium sized projects driven by internal business requirements.
  • Propose areas of focus for service improvement initiatives and take ownership of identifying appropriate solutions and/or processes and procedures.



  • Experience in a busy 1st/2nd line technical helpdesk role
  • Knowledge of MS Office, Outlook, Windows 7/10
  • Experience of Active Directory, PCs and iPhone/iPad hardware
  • Excellent troubleshooting skills
  • Good workload management and prioritisation skills
  • Supervisory and motivational skills


If you are interested in this great opportunity, please email me your CV to


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