Help Desk Team Leader job in Stretford


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Job Ref: 6388


Location: Stretford

Salary: £25,000

Date Posted: 6th June, 2018

Category: Administration Office Support, Administrative, Customer Services, IT/ Technology/ Digital, Temporary Roles

Job Description

Our client is looking to recruit an IT Help Desk Team Leader to strengthen their team. Their help desk is first point of contact for all customers and users of the businesses software, systems and devices and provides 2nd/3rd line support services to all external customers and users including installation, troubleshooting, diagnosis and remote resolution where possible.

The Help Desk Team Leader is also responsible for Major incident management process, ensuring calls handled by the Helpdesk are assigned and monitored accordingly.

Also , as Help Desk Team Leader, you will provide key administrative tasks directly affecting the end user experience.

This role is a senior Help Desk position overseeing all aspects of the Helpdesk BAU function as well as technical support and people management

Key Responsibilities:

  • Monitor and manage the daily workload of the help desk ensuring SLA’s are met and resource is dynamically allocated as required.
  • Handle both internal/external help desk related escalations.
  • Create and maintain support documentation and intranet site as required.
  • Working with other Customer Service Managers to ensure help desk is in a constant cycle of improvement through internal training, ensuring support documentation is updated and utilising all available support tools
  • Work with Customer Service Managers, and solution Developers to resolve 3rd line support issues.
  • Manage the remote workload of the off shore extension to the help desk team
  • Work closely with UK and offshore Management Team to discuss performance and improvement plans
  • Proactively communicate to both internal and external customers to maintain positive perceptions of service.
  • Act as subject matter expert to provide expertise and feedback for system developments through testing and business as usual activities
  • To provide 2nd line IT support to internal stakeholders across the business

Person specification

Essential skills:

  • Excellent customer facing attitude & communication skills
  • People Management & Leadership
  • Performance Management.
  • Technical Windows Server knowledge & experience
  • Technical Windows Desktop (inc XP) knowledge & experience
  • Knowledge & understanding of key network technologies (TCP/IP, DNSetc.)
  • Good problem solving skills
  • Good time management skills
  • Ability to learn in a fast paced technology based environment
  • Desire to work & develop in a customer facing support role
  • Experience with Apple Macintosh

Desirable skills:

  • Ability to prioritise & schedule own work
  • Good written documentation skills
  • Advanced investigative & problem solving skills
  • Experience with Apple Macintosh

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