1st Line I.T Support - Team Leader | £28,000 - £30,700 Depending On Experience
Permanent | Sheffield Based | Hybrid
Cherry Professional
are recruiting for talented individuals to work for a fast growing company looking to add to their team.
What we are looking for:
- Have previous experience on a
First Technical help desk at Management / Senior level
- Have a background in service desk IT support is essential
- Have line Manager or Team Leader experience
- Have excellent working knowledge of operating systems including Microsoft Windows Server, and Active Directory and be confident using IT software including Office 365
- Have strong written and verbal communication skills
- Have data input and analysis skills
Working Hours:
- Monday – Friday 08:30 -17:30 (1 hour lunch)
- 2 days per week in the office
Key Details:
- Monitor the ticket line queue for the First Line and help with the escalation to the Second Line if necessary
- Monitoring the 'main' ticket queue for everyone and escalating to appropriate managers when needed
- Ensuring the team stay accountable with a customer first approach
- Monitor and report on failovers to find out what happened and ensure continuous improvement within the service
- Distributing tickets for individual teams' tickets, and tickets with no team plus failover support for other teams when needed
- Actively work on tickets that "need work now" and keep an eye out for tickets to ensure they are worked on within the agreed service level agreement
- Everyday line management of the team including logging absences, dealing with holiday requests or organising shifts
- Putting together training requirements as part of the development of first line engineers and ensuring the continual improvement and further training of existing team members
- Adherence and meeting of targeted metrics around tickets, SLAs, Meeting first response time, stagnant tickets and customer satisfaction
Benefits:
- Competitive salary
- 25 Days Annual leave + Bank Holiday
- Good pension contribution
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