Technical Support Team Leader

Spring Technology
London (Greater)
07 Feb 2018
15 Feb 2018
Contract Type
Full Time
Technical Support Team Leader
£30,000 - £33,000

A leading educational institute based in the heart of London is currently recruiting for a Technical Support team leader who will act as a lead for the service desk team reporting into the service desk manager. As the Technical Support Team Leader you will be hands on in actively supervising and participating in the provision of a high quality service to all ICT users.

The ideal applicant for the Technical Support Team leader will have supervisory experience and proven ability within customer service skills. We require the applicant to have excellent organisation and delegation skills with the ability to work individually and as part of a team. You will have an in-depth understanding of operating a helpdesk/service desk in association with 1st / 2nd line support.
Strong ICT skills across a range of hardware, operating systems, applications and networking including Windows 7/10, MS Office 2010/2016 and Active Directory. Knowledge of Mac OS, iPads and iPhones advantageous.

*To supervise service desk activities, monitoring and prioritising incidents and service requests, ensuring that they are dealt with in a timely way and in accordance with SLAs/service targets. To monitor the quality of information logged in calls and the questioning undertaken to gather the information.
*To plan and organise the work rota.
*To work with the ICT Service Desk Manager to ensure that the TSA's receive appropriate training. Act as the coordination point for the gathering and disseminating of relevant information and updates.
*To work with the ICT Service Desk and ICT Service Desk Manager to collect, record, analyse and present service metrics, contributing to reports and dashboards as appropriate.
*Participate in maintaining the ICT Knowledge-base by keeping content up to date and ensuring that documentation of the supported systems and software is available and in appropriate form.
*Ensuring that initial incident management is undertaken to restore normal service operation as quickly as possible and to minimise the adverse impact on business operations.
*Supervising the recording and assigning of support requests. Ensuring service request are prioritised appropriately and initial support is provided.
*Providing guidance to users in the use of hardware, software and ICT services.
*Working with the Technical Support Analysts to provide technical support to users at their workplace locations (i.e. offices, laboratories, lecture theatres and classrooms, etc.).
*To work with the ICT Service Desk, the other Lead Analyst and lCT Service Desk Manager to ensure that a helpful, responsive and courteous service is provided to all staff, students and stakeholders and to work in co-operation with all sections of ICT in delivering excellent customer service.
*Deputise for the ICT Service Desk Manager in his absence.
*To perform any other duties relevant to the role as required

Please Apply TODAY!!!

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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