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Support Desk Team Leader

Recruitment Genius
Closing date
24 Jun 2022

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Technology & New Media
Contract Type
Full Time
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Would you like to kick start your career in a supportive, energetic and growing company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? The company is growing quickly and this role offers excellent potential for career progression into a range of technical or specialist positions.This is an exciting opportunity to join one of the UK's leading manufacturers of touch screen kiosks. We develop all our own self-service software in house and support all of the machines we install throughout the UKWe have over 500 customers and over 40 colleagues in the company. This is an opportunity to join a successful company at the right time, ahead of further successful growth.As Service Desk Team Leader, you will manage the team's day-to-day operations, helping to develop team members' skills and business processes to continuously improve the service offered to our customers, as well as co-ordinating our service engineers in the field.Key attributes and Skills you will need to demonstrate include:- A hands-on approach to providing exceptional Service support to customers- Provide exceptional leadership skills, aiding personal development, training and mentoring to team members and taking ownership of the desk- Incident, request and problem management, ability to provide solution(s)/work around(s) to incidents and Problems against tight SLA's- Help create, manage and evolve polices, processes and procedures- Works with project managers ensuring smooth transition from project delivery to business as usual- Prioritising and managing several open cases and mini projects at one time- Systems monitoring- Supporting external customers on both hardware and software applications- Performance monitoringGeneral Skills, Knowledge & Experience:- Proven ability of supporting desktop and Physical environments- Previous experience of leading a technical Service Desk- The ability to communicate technical issues to a non-technical audience- Professional and presentable at all times- Contribute to the various forms of Service Desk reporting (daily, weekly, monthly and quarterly)- Be the first point of escalation for customersTechnical Skills:- Broad technical knowledge of hardware, software and server environments- Backup Technology- Firewall / Security- Commercial knowledge- Excellent Documentation skills- A good working knowledge of IT networking principles including routing, switching and Wi-Fi- A good working knowledge of IT Monitoring and management toolsBenefits:- Working flexible hours - flexing the times you start and finish during the day- Flexibility around school pick up and drop offs- Opportunity to work remotely once applicant knowledge base has grown sufficiently- Brand new smart offices with two kitchens, two break out rooms and games room with pool table- Ample free parking on site- Pension- Buy extra holiday plus an extra day's holiday on top of your usual entitlement on your birthday
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