Helpdesk Manager - Software application - North London - £32,000 + Bonus
Recruiting for an experienced helpdesk team leader or already a helpdesk manager to join a boutique software company. The role involves managing a team of first and second line staff taking and investigating helpdesk tickets.
ABOUT THE ROLE
Ensuring calls are responded within the SLA"s
Managing development teams in the problem management and resolution process.
Train and support help desk representatives and technicians where required
Contribute to improving customer support by actively responding to queries and handling complaints
Technical knowledge of web based applications
Experience or knowledge of working with a variety of data structures, data formats (XML, CSV etc), experience of working with XML data transfer routines and diagnosis of data transfer faults.
Knowledge and experience of setting up and fixing faults with FTP, sFTP, vsFTP and similar services
Experience of handling helpdesk queries, ticket logging, problem analysis, 'triage’ enquiries to relevant technical specialists for fault resolution