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Service Desk Team Leader

4 weeks ago

Belfast, United Kingdom Reed Full time

Service desk engineer– Belfast – c£30,000 per annum

Are you an experienced IT service desk support engineer seeking a new challenge?

REED Technology Belfast are currently working with one of Northern Irelands largest Software Houses based in Belfast.  Due to continued growth and expansion they are seeking to add an additional Service desk support engineer to their fantastic team.

This agile company is at the forefront of their marketplace with expertise in cloud-based technologies.

The role:

As a Service Desk Customer Support Lead you will play a crucial role in ensuring the satisfaction and success of our customers. This position offers a unique opportunity for full control and responsibility, supported by a network of skilled software developers. You will be responsible for providing first-line support to our valued customers through ticketing systems and direct interactions.

Responsibilities

Customer Support Management:

  • Oversee the day-to-day operations of the service desk providing first-line customer support via ticketing systems, including platform training and running database queries.
  • Ensure timely and effective resolution of customer queries and issues.
  • Monitor and manage ticketing systems to ensure prompt responses and resolutions.

Technical Support:

  • Provide first-line support for application and system software issues.
  • Troubleshoot and resolve network service issues.
  • Run database queries to support customer requests and resolve issues.

Cloud Infrastructure Management:

  • Assist in managing and maintaining cloud-based infrastructure and services on Microsoft Azure.

Incident and Problem Management:

  • Manage incidents from identification to resolution.
  • Coordinate with internal teams to resolve issues.
  • Develop and implement strategies to prevent future incidents.

Customer Interaction and Reporting:

  • Communicate effectively with customers to understand their needs and provide solutions.
  • Conduct regular follow-ups to ensure customer satisfaction.

Training and Onboarding:

  • Provide platform training to new and existing customers.
  • Oversee the onboarding and offboarding processes for customers.
  • Develop training materials and documentation.

Data Review and Implementation:

  • Review customer telecoms data to identify patterns and issues.
  • Plan, implement and test changes based on data analysis.
  • Ensure data accuracy and integrity.

Internal Task Network Management: (Training will be provided)

  • Adhere to internal schedules for tasks such as ESET, Windows Network, and Windows Updates.
  • Support and incident resolution for application and system software, as well as network services.
  • Assist in managing and maintaining cloud-based infrastructure and services on Microsoft Azure.
Essential criteria
  • Up to 3 years’ experience in a customer support role, preferably in a technical environment.
  • Familiarity with software development processes and tools, including continuous integration and delivery.
  • Strong problem-solving and analytical skills.
  • Excellent communication and collaboration abilities.
  • Technical background is advantageous, especially in areas related to cloud services and network management

If you meet the above criteria and want to join a fantastic organisation then please contact Niall Lennon for a confidential discussion.

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