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IT Support Desk Supervisor

Posted 11 September by e-fab Recruitment Ltd Ended

This role is responsible for the day to day supervision and leadership of the IT Helpdesk support function, for a company based in the Bedford area. Reporting directly to the Group IT Manager. You will be required to visit other locations from time to time, therefore a full driving license is required. Key objectives The Key objectives for the role include: To ensure the support desk is managed in an effective manner To act as a central point of escalation for the business between the different IT operational teams To provide a high level of customer service to both the user base and external customers Day to day management of the field support ticket workload and allocation Produce weekly/monthly support desk reporting Creation of the IT Support desk operating processes and documentation. Job Description To ensure that, on a day to day basis the IT support desk is supported, managed and monitored in a professional manner. To provide support to ensure all issues and faults are rectified timely and professional manner. To ensure at all times IT services are maintained in a secure and safe environment. To work closely with customers to ensure all customer issues and services are managed in the most effective manner and to build sustainable customer relationships within the support environment. To work closely with customers to ensure customer IT issues are supported correctly and maintained in line with customer expectations. To provide out of hours support as and when required to ensure systems continuity within the group To pro-actively manage all problems and outstanding issues, interacting with the relevant call assignees and their line managers to ensure closure satisfaction Ensure that critical incidents are recorded and followed up with relevant IT resources and management To work closely with the other IT teams to provide the best level of service to the business and to the customers. To provide accurate information to the end users to ensure all parties are kept up to date as to the progress of the calls. Proactive management of ticket analysis Ensure the support desk is covered operationally at all times To adhere to all Department and Company procedures Role Requirements IT experience, with proven technical support experience High level understanding of IT related support skills Experience operating within an ITIL framework Previous team leader/supervisory role experience The ability to communicate at all levels Customer-service focus, with a positive, ''can do'' attitude Able to work under pressure and on tight deadlines Organised with good attention to detail Analytical and problem solving skills MS Office and advanced MS software support (Office 365 desirable) Flexible team player

Reference: 33278721

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