Support Desk Supervisor

Based in Henley-on-Thames, DB Charles Recruitment have been working with a brilliant business seeking to hire a permanent Support Desk Supervisor to join the team and continue contributing to the success and growth they have experienced over the last 10 years.

The business are based predominantly within the IT sector and develop a wide range of services and products across numerous channels and sectors.

The Support Desk Supervisor will be working under the management of the Support Manager and be part of an 8 person team, with the main focus of the role being to lead, mentor and supervise the team, whilst aiding in solving difficult client ticket requests via the JIRA system, as well as business analytics based work.

Some of the key day to day duties involved will be:

• Providing online client support
• Change requests
• Specifications
• Creating & maintaining information within the document library
• Ticketing & updating issues via JIRA
• Providing remote support via TeamViewer
• Firmware / software upgrades
• Implementations
• Designing solutions
• Offering remote customer support assistance
• Supervising & team mentoring
• Supporting the support manager

The business is seeking candidates with the following demonstrable experience:

• Holds a background within Technical Support / Support Desk / Service Desk
• Preferably a background within IT account management / support from an IT based business
• A degree graduate in a relevant subject would be advantageous but not essential
• Excellent customer issue resolution skills
• Ability to problem-solve/diagnose/triage
• Experienced in tracking & reporting problems using JIRA
• Experience with TeamViewer / VCN
• Basic windows / Linux administration
• Basic knowledge of MySQL / SQL
• Strong communication skills
• Calm mannered
• Ability to commit to permanent role office based in Henley-on-Thames.

The role is a Monday to Friday position with hours of 8:30am to 5:00pm and the business are ideally seeking to pay a salary dependent of experience of between £34,000 to £40,000 per annum and other aspects to note:

• x21 days holiday + bank holidays
• After each year of service, gaining x1 more days holiday up to a maximum of x25 days holiday
• Pension scheme
• Healthcare scheme

If this role sounds a great fit for you, please apply and we look forward to speaking with you soon.