Desktop Support Team Lead

4 weeks ago


Northampton, United Kingdom ELR Consultancy Full time

**Job Overview**:
We have an opening for a Deskside Support Team lead to lead and manage onsite team by being the main point of escalation for issues and mentoring the team to make sure they are working efficiently. While also having some planning responsibilities such as arranging site visits and shift times for the team at the Customers Retail Depot in Northampton NN5

**Work authorisation**:

- United Kingdom. (required).
- We do not have the opportunity to do a sponsorship visa for this role

**KEY RESPONSIBILITIES**
- Excellent organisational skills with the ability to multi-task
- Ability to manage own time effectively and to be prompt and punctual
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
- Previous Experience working in a customer facing role.
- Proven evidence of working in Deskside support Team Leader role
- Experience of working effectively within a team and collaborating with others to achieve a goal
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Experience of delivering a high level of customer service
- Experience of coaching and/or mentoring staff
- Knowledge and experience of best practice in customer service and/or IT service management
- Ability to operate and assist in L2 role where required Communication
- Excellent verbal and written communication skills
- An active / empathic listener
- The necessary skills and attributes to integrate successfully into a busy team
- Ability to communicate processes and procedures clearly and accurately verbally and in writing Desirable Attributes
- Till EPOS systems / Back-office systems

**Person Specification**:

- ITIL Foundation or higher
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
- Minimum 4 years’ relevant experience of IT industry
- Understanding unified collaboration technologies and able to support video conferencing systems.
- Awareness of ITIL practices.
- Able to product concise technical documentation when required.
- Familiar with ServiceNow Platform or similar ticketing system.
- Intermediate knowledge of Network Technologies. (CCNA)
- Awareness of IT infrastructure with knowledge of industry standards and current technology trends.
- Good interpersonal skills with the ability to relate well to colleagues, senior management, IT Service Partners, with a positive approach to customer care.
- Excellent communication skills, written and verbal.
- Enthusiastic, energetic, and self-motivated.
- Evidence of ability to work under pressure and meet tight deadlines.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Northampton: reliably commute or plan to relocate before starting work (required)

**Education**:

- Diploma of Higher Education (required)

**Experience**:

- Team management: 2 years (required)
- Technical support: 4 years (required)
- Customer service: 4 years (required)


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