IT Service Desk Team Leader
3 days ago
Company description:
Exertis UK
Job description:
The purpose of this role is to lead a team of technicians at Basingstoke who provide 1st and 2nd Line support to Exertis.
As the most technically experienced member of the team you will lead by example, working on tickets and projects as required following all policy and procedures. You will also be required to mentor and advise the team, providing technical training and guidanceto develop their skills.
This is an onsite ONLY role and will require a level of physical ability for occasional manual handling, equipment carrying, working at height and equipment assembly.You may from time to time be required to travel to other sites. You may from time to timebe required to work weekends.
**Key Responsibilities**
The key responsibilities will be providing leadership and 2nd Line level support to the Service Desk Team in Basingstoke.
- Leading by example: following all policy and procedures when providing 1st and 2nd line technical support - remotely and in person.
- Ensuring the rota is fully covered at all times by the team and that work is distributed evenly amongst the team
- Managing the performance of the team to ensure that Service Level Agreements are met
- Using data to monitor the performance of the team, specifically dashboards within the ITSM
- Dealing with performance issues swiftly and fairly
- Escalating any issues to the Service Desk Manager
**Personal Skills**:
The Team Leader will be able to deal with issues and complaints in a robust manner, ensuring that conflict is managed in a positive way.
Strong organisational skills are a must, with the ability to manage and prioritise multiple tasks simultaneously.
You will be self-motivated and have a flexible, positive and logical approach.
You will have the ability to remain calm under pressure and prioritise effectively.
**Essential Skills**:
**Technical**
- Windows Desktop - Windows 8.1, 10
- Microsoft’s Office 365/2016/2013
- Microsoft Exchange Admin
- Experience of Microsoft 365
- Good knowledge of Active Directory and Software Deployment.
- Good understanding of PC hardware for fault finding.
- General Networking knowledge
- Networking Standards TCP/IP and Shared files and folder administration.
- General Fault Resolution relating to Laptops, PC’s, Printers, Scanners, Switches, web and browsers.
- Tablet and Mobile support, setup and support level knowledge.
- Full UK Drivers license
- CMD/PowerShell
- Knowledge of imaging laptops/PCS
**Management**
- Able to motivate and mentor team members
- Understanding data and how this relates to team performance
- Sound organisational ability and able to prioritise and document.
- Demonstrate a strong awareness of and commitment to Ethics and Compliance and the DCC Group code of conduct
- Able to motivate yourself and the team in a structured, supportive and proactive way, working to KPIs and SLAs.
**Essential Experience**:
- Excellent front end customer service skills
- Proven track record with troubleshooting and delivering an excellent service to key stakeholders.
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes (RCA - Root cause analysis skills)
- Must be able to communicate clearly at a technical and end user level
- Must project a positive, friendly professional image on the phone and in person
- A demonstrable passion for customer service and personal development
- Ability to work under pressure and to tight deadlines
- Must be flexible in their approach to travel and projects undertaken
- Demonstrate a strong awareness of and commitment to Ethics and Compliance and the DCC Group Code of Conduct.
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