Address
Form of workExciting career opportunity for a technically strong Level 1 / Level 1.5 Service Desk Engineer looking to take the next step in their career as a IT Technical Support Lead to train and develop a growing team.
Responsibilities
- Ensure customer Service Level Agreements (SLA) are met.
- Proactively communicate with clients and stakeholders within appropriate timeframes.
- Assist the team in completing technical work, resolving incidents and reducing backlogs.
- Focus on first-call resolution and ensure ticket hygiene is being maintained.
- Ensure the team is following Incident Management and Problem Management processes.
- Actively take ownership for complex tickets ensuring commercial awareness is applied.
- Review of team timesheets weekly ensuring billable targets are met.
- Ensure team time entries are accurate, comply with guidelines, and are submitted and approved within agreed timeframes.
- Maintain positive client feedback (CSAT).
- Identify risks and communicate clearly the impacts to relevant stakeholders.
- Provide mentoring, feedback and direction to the team whilst demonstrating strong technical proficiency.
- Support the business goals and contribute towards team harmony.
- Foster trust with the team and build positive working relationships.
- Display a caring attitude that adheres to our values.
- Ensure processes and procedures are being followed by the team.
You
- Minimum 5 years' professional work experience
- Minimum 5 years' IT industry experience
- Minimum 2 years' MSP / Cloud provider experience
- Technical Experience in:
- Microsoft 365, User management including security and email support
- Networking, server and VPN
- Desktop apps and Microsoft suite
- PC hardware; network printers and other devices
- ITSM Tools; process and technical mindset
- Incident Management
- Problem Management
