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Helpdesk Team Leader Role
Below you will find all the information you need to know about this position. Feel free to contact us if you have any questions about this role.
Required:
· Excellent communication skills across all platforms
· Office based, Flexible Hours
· Provide mainly 2nd Line support to clients
· Enforce helpdesk and escalation process
· Assist 1st Line engineers with their tasks where/if required or struggling
· 1 to 1’s with 1st Line engineers:
a. Settings objectives and development plan for progression
· Oversee 1st Line engineers and ensure are performing as expected and meeting targets
· Recruitment input for 1st line engineers
· Monitoring and owning the helpdesk:
a. Ensure tickets are assigned in a formal manor by 1st Line Engineers
b. Comply with SLA times set meet contract times
c. Spot any ongoing issues and highlight where possible help with a solution (escalate if required)
· Delegate tickets and internal resources where required
· Ensure backups and notifications are handled correctly
· Spot ticket patterns and raise any concerns:
a. Working with both the technical manager, field engineers & directors where required
· Contractual site visits where required to facilitate field engineer role
· Train 1st line staff on internal systems effectively
· Onboard 1st Line engineers or apprentices
· Assisting projects/installations where required
Desired:
· Proactive and approachable attitude
· Confidence and ability to Train internally
Benefits:
· Company vehicle
· Mobile Allowance
· Competitive salary dependant on experience
Hours: Negotiable
Salary: Negotiable
Apply for this role:
Please fill in the below form to apply for this position.
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Early Careers / Apprenticeships
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