IT Support Desk Team Leader
: Job Details :


Company : Sort-IT.biz


Job Location : United Kingdom, , UK


Posted on : 2021-05-02T00:15:16Z


Job Description :

IT Support Desk Team Leader, Information Technology company based in Warwick, Circa £28,000 per annum dependent on experience.

The Company:

Formed in 2003, the Company started out with the aim to break the boundaries between technology and companies. The Company's goal is to aid and grow existing IT infrastructure, making best use of it within a company, whether that be hardware or software. By allowing us to take the responsibility and pressure of running IT away from the company, it allows them to run their business withdrawing the worry of the IT. With a friendly, can do mentality, the Company go all-out to make our customers lives easier.

We are now looking for an IT Support Desk Team Leader to be responsible for super-seeing activities of all IT Support Engineers to ensure that they deliver excellent customer service, providing customer guidance and solutions to customers IT concerns.

This is a full-time, permanent position working 37.5 hours per week, Monday to Friday with some occasional weekend and evening work.

IT Support Desk Team Leader Main Duties:
  • Providing an escalation route within the business.
  • Resolving a full range of more complex technical support issues.
  • Communicating effectively with customers and within the Company.
  • Providing proactive monitoring and management of services to all customers.
  • Self-educating and attaining industry standard, vendor and other recognised technical certifications to be able to fully deliver in the role.
  • Working autonomously and being trusted to provide professional support services to all customers.
  • Liaising with customers to analyse, review, identify and develop relationships that meet/exceed customer needs.
  • Contributing to the highest levels of customer care, in line with our Company values.
  • Ensuring that all Company processes, procedures and standards are adhered to at all times.
  • Giving specific directions to IT Support Engineers to enable them meet specific customer needs.
  • Creating and managing both intra and inter team work processes that will boost the level of productivity, enhancing excellence in communication and monitoring the level of service delivery in order to determine areas of lapses.
  • Administering effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
  • Implementing a central problem management route for information management users to handle queries and complaints.
  • Showcasing a level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence.
  • Organising training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues.
  • Keeping clean records of all activities in the help desk department and presenting them to management upon request for evaluation.
  • Creating good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance. IT Support Desk Team Leader Necessary Skills, Qualifications and Experience:
    • Previous experience within the IT sector is essential.
    • Previous experience within a similar role is essential.
    • Previous experience working with a CRM is essential.
    • Excellent communication skills, both oral and written.
    • Strong attention to detail.
    • Excellent time management skills.
    • A self-motivated individual with good organisational skills.
    • An excellent team player with a strong work ethic.
    • Ability to showcase good leaderships skills.
    • To have a clear and knowledgeable understanding of SharePoint, 365 environment, setup, configuration, and trouble shooting.
    • Willingness to learn new technologies using self-learning and dedicated training techniques.
    • Ability to work in a fast-paced environment. While we would like to contact all our candidates, unfortunately, this is not possible so if you haven’t heard from us a week after the closing date, your application has not been successful.

      We do not accept applications from recruitment agencies.



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