IT Helpdesk Manager
4 weeks ago
LB247 - IT Helpdesk Manager
Location : Bolton
- To lead and motivate the Desktop Support Team (DST) ensuring the required work is completed within the set business expectations.
- To manage all DST s ensuring all business SLA s and KPI s are always achieved.
- To develop a knowledge based shared framework to avoid single points of failure.
- To develop the DST s to ensure there is an equal balance of customer focus and technical ability.
- To effectively manage, appraise and develop all DST S.
- To motivate and performance manage all DST S in line with the businesses expectations.
- To ensure the smooth operational running of the help desk at all times.
- To observe, feedback and analyse support calls to develop the DST and prevent future problems.
- To continually review, define and rewrite all Desktop Support Technicians procedures.
- To actively manage all customer issues and manage the whole escalation process effectively.
- To act as the first liaison point to all customer complaints.
- Continually account manage all existing customers to ensure a high level of retention is achieved.
- To identify opportunities for service improvement and make recommendations.
Skills and Qualifications:
- Comptia Network+.
- Excellent knowledge of Windows 10 and above, Mail Server and Microsoft Office suites.
- Candidates must have a fundamental knowledge of networking i.e. TCP/IP, LAN & WAN and their components.
- Knowledge of antivirus solutions, firewalls and web content access control.
- Experience of installing and configuring Windows Server 12 and above.
- Excellent time management skills with the ability to prioritise workload according to others needs.
- Excellent customer service and communication skills in order to deal with the needs of the business politely and efficiently.
- Willingness and enthusiasm to continually develop technical skills in line with the needs of the business.
- A proactive, confident, hardworking individual possessing excellent communication skills and a methodical approach to work.
- Ability to work on own initiative and prioritise work, whilst maintaining high standards at all times. Be motivated by achievement of personal targets and success.
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