Colleague Systems Desktop Support Manager (R0003663)

02 Dec 2017
08 Dec 2017
Contract Type
Full Time
Job Title: Colleague Systems Desktop Support Manager

Key skills:

·4+ years of IT support or relevant desktop support experience

·Familiarity with office LAN hardware, phone systems, AV, meeting room technology

·Familiarity of Office 365

·An understanding of office cabling/networking, ISPs, routers/switches, phone systems

·Comfortable with Windows / OS X

·Experience with RingCentral

·Supporting remote offices / flexible working

Secondary Skills and Aliases:

·Familiarity with OneLan

About the Colleague Systems Desktop Support Manager role:

The Colleague Systems Desktop Support Manager will own the office technical experience and delight in ensuring that colleagues are able to work effectively. You will be the person everyone knows they can turn to for prompt support when they have a problem with their computer, internet, telephone, printer, etc.

You should have a passion for fixing problems and constantly seek efficient and elegant solutions that will transform the current Colleague Systems IT Helpdesk to from a reactive to a proactive support hub

As TalkTalk grows, and more colleagues work flexibly this role will grow as the Colleague Systems IT Desktop Support Manager will become increasingly responsible for ensuring we have the tools, process and resources including key decision making, ongoing evaluation of resource requirements to support new ways of working and supporting our colleagues.

How will I add value in this role?

·Assess the IT situation in the office and proactively work to solve deficiencies and inefficiencies.

·Work closely with colleagues across all TalkTalk’s offices to identify and implement opportunities to improve processes, standardise infrastructure and create best practices.

·Line management and leadership to direct reports and apply performance management to ensure levels of performance meet set objectives

·To create the necessary structure to ensure all analysts have access to continual training, skills refresh and coaching in order to maintain an excellent service and keep pace with change

·Ensue the install, upgrade, support and troubleshoot user laptops and desktops is performed to standards and within SLA.

·Manage the stock on hand of devices and ensure new orders are placed in a timely manner.

·Administer cloud services e.g. Azure also O365 Mail, Calendars, MS Teams

·Manage physical office technical infrastructure to include to desk cabling, printers, meeting rooms, comms and all other Colleague Tech

·Manage the relationships and coordination efforts with external technology suppliers and remote IT support resources

·Liaise with our telephony team to manage our telephone system (knowledge of Cisco beneficial)

·Ensure users are following company security policies at desktop level

·Ensure that equipment, process, and asset inventory management conforms to the standards established within our ISO 27001 framework.

·Creation and maintenance of company-wide Helpdesk intranet site: including best practice and process documentation

·Track and manage all issues in a ticketing system (Remedy) and ensure queues are managed

·Deploy continuous improvement methodology ensuing training, learnings etc are shared with the helpdesk and other internal team where necessary

·Identify, develop, & deploy new toolsets including ‘self-service’ that will automate, simply and provide a quicker better response to colleagues

·Develop the walk up and wait helpdesk hub to all key sites

·Contribute to the overall Colleague Systems strategy as part of the Colleague Systems leadership team

The Company

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.

The Benefits

We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:

·Embrace flexible working

·Support you achieve you career goals

·Offer income protection and life assurance

·Offer a range of discounts on products and shopping

Location: Soapworks - Salford Quays, Manchester

Country: UK

Start date: ASAP

Salary: Competitive + bonus/benefits

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