IT Helpdesk Team Leader

Job Description

IT Helpdesk Team Leader


£25K

Hours are 9.00am : 5.30pm, you will be on a call one weekend in 4

Responsibilities

  • 1st escalation point for your Team
  • Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
  • Floor walking : distribute calls within the team whilst maintaining contractual SLAs and providing `over the…




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IT Helpdesk Team Leader


£25K

Hours are 9.00am : 5.30pm, you will be on a call one weekend in 4

Responsibilities

  • 1st escalation point for your Team
  • Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
  • Floor walking : distribute calls within the team whilst maintaining contractual SLAs and providing `over the shoulder support` for your colleagues. Monitoring Lunches and Breaks
  • Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date. Agreeing and monitoring overtime
  • Managing staff timesheets
  • Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager
  • Actively reducing the On Hold and out of SLA lists daily
  • Managing Alerts in a timely manner
  • Monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements.
  • Managing distribution of project work : installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical Lead Team.
  • Providing constant support to your team and opposite number(s)
  • Sourcing relevant training (In house and external) via agreement from your Line manager
  • Develop an understanding of ITIL processes
  • Continued self-improvement, to achieve expert knowledge in all areas of our client and products, willingness to undertake an NVQ in Team Leadership
  • Managing and updating the MI information for all colleagues,
  • Ensuring all Service Desk processes & procedures are kept up to date in a central location.
  • Conducting regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans.
  • Constant telephone monitoring of staff and maintaining yearly one to ones with staff
  • Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed
  • Providing support in a professional manner to our client`s customers, partners and other 3rd parties.
  • Dealing with all personnel issues within the team, using the support of HR and your Line Manager
  • Attending internal and external meetings as and when required
  • Providing reports/stats to your Line Manager/Director as and when required
  • Constantly looking for ways to improve the Service Team and the customer experience
  • Providing ad hoc support to the other Managers as an when required
  • Incorporating the lead by example approach in your daily working ethic
  • Making sure communication is always forefront in your mind


Knowledge, Skills & Experience

  • Full understanding of SLA`s & KPI`s
  • NVQ Level 1 or above in Customer Service or equivalent
  • IT qualifications
  • Other Team Leader experience would be advantageous
  • Oral & Written Communication Skills
  • Understanding Petrol forecourt systems & Convenience market
  • Excellent Customer Service
  • Problem analysis/problem solving
  • Good Timekeeping
  • Adaptability
  • Attention to detail
  • Windows Operating System ranging from 2000 : Windows 7
  • Self-motivated/A motivator
  • Positive Outlook
  • Assertive

Job Description

IT Helpdesk Team Leader


£25K

Hours are 9.00am : 5.30pm, you will be on a call one weekend in 4

Responsibilities

  • 1st escalation point for your Team
  • Confidence to escalate issues, problems, complaints to your Line Manager in a timely manner
  • Floor walking : distribute calls within the team whilst maintaining contractual SLAs and providing `over the shoulder support` for your colleagues. Monitoring Lunches and Breaks
  • Managing Sickness, Holidays and any other time off with agreement from the Line manager and making sure rotas are up to date. Agreeing and monitoring overtime
  • Managing staff timesheets
  • Working to specific targets and KPIs, and escalating problems achieving these to your Line Manager
  • Actively reducing the On Hold and out of SLA lists daily
  • Managing Alerts in a timely manner
  • Monitoring Verisae, Service portal request and Callreg emails, ensuring the team are maintaining our contractual agreements.
  • Managing distribution of project work : installs, upgrades, rollouts etc via agreement from Management team and liaising with the Technical Lead Team.
  • Providing constant support to your team and opposite number(s)
  • Sourcing relevant training (In house and external) via agreement from your Line manager
  • Develop an understanding of ITIL processes
  • Continued self-improvement, to achieve expert knowledge in all areas of our client and products, willingness to undertake an NVQ in Team Leadership
  • Managing and updating the MI information for all colleagues,
  • Ensuring all Service Desk processes & procedures are kept up to date in a central location.
  • Conducting regular performance reviews with your team ensuring all discussions are documented and service management team are updated with staff performance levels and plans.
  • Constant telephone monitoring of staff and maintaining yearly one to ones with staff
  • Encouraging development within the team and making sure colleagues are put on progression as and when is mutually agreed
  • Providing support in a professional manner to our client`s customers, partners and other 3rd parties.
  • Dealing with all personnel issues within the team, using the support of HR and your Line Manager
  • Attending internal and external meetings as and when required
  • Providing reports/stats to your Line Manager/Director as and when required
  • Constantly looking for ways to improve the Service Team and the customer experience
  • Providing ad hoc support to the other Managers as an when required
  • Incorporating the lead by example approach in your daily working ethic
  • Making sure communication is always forefront in your mind


Knowledge, Skills & Experience

  • Full understanding of SLA`s & KPI`s
  • NVQ Level 1 or above in Customer Service or equivalent
  • IT qualifications
  • Other Team Leader experience would be advantageous
  • Oral & Written Communication Skills
  • Understanding Petrol forecourt systems & Convenience market
  • Excellent Customer Service
  • Problem analysis/problem solving
  • Good Timekeeping
  • Adaptability
  • Attention to detail
  • Windows Operating System ranging from 2000 : Windows 7
  • Self-motivated/A motivator
  • Positive Outlook
  • Assertive

Job Summary

Location: Southampton
Salary: £25000.00 - £25000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
Date: 30th January 2019

Apply now

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Key Contacts

Shellie Dennis

Shellie Dennis

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

Kerry Carter

Kerry Carter

Commercial Recruitment Consultant

Email: Click here
Phone: 023 9232 4666

Apply now

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Job Summary

Location: Southampton
Salary: £25000.00 - £25000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
30th January 2019

Apply now

Share this job: