Service Desk Team Leader - £28-35k plus benefits

  • Permanent
  • Reading
  • Posted on February 26th, 2019
This vacancy is now closed

Service Desk Team Leader

Reading 

£28,000 – 35,000k plus benefits

 

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

 

You will be responsible for leading a team of 2nd Line Engineers on site ensuring delivery of daily, weekly and monthly call stats.

 

Responsibilities

  • 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 co-ordination of 2nd level deskside engineers including daily assignments and team management
  • 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
  • Ensure that all engineers are delivering the best ticket and telephony quality possible and reducing escalations
  • 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
  • Report as needed daily, weekly and monthly statistics on Service Desk performance
  • 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

 

Essentials

  • Experience in a busy 1st/2nd line technical helpdesk role
  • Supervisory and motivational skills
  • 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
  • Required to apply for DBS clearance

If you are interested in this great opportunity, please email me your CV to sophieellis@83zero.com

 

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