Helpdesk Team Leader

3 weeks ago

Birmingham, United Kingdom Education & IT Ltd Full time

**Helpdesk Team Leader**

The Helpdesk Team Leader is expected to take ownership of the helpdesk and its operations. You will be responsible for leading and supervising the helpdesk and its technicians. You will ensure that tickets are responded to in time within a given Service Level Agreement, and communication is maintained with the client throughout to the point of resolution.

You will produce statistics from data to illustrate the performance of the helpdesk and from this data recognise areas of improvement.

You will plan, produce and update documentation for internal and external use on software and systems. You will ensure that the knowledgebase is maintained and updated for internal and external use.

You will liaise with the development team to train helpdesk operatives on the latest versions of EDIT Ltd.’s software.

You will co-ordinate installations, manage resources and ensure records are kept up to date.

You accept that there are other tasks not necessarily described here that will fall under your remit.

**ABOUT US**

Here at EDIT Ltd (Education & IT Ltd.), we offer professional IT services that include support, our own signing in system, cyber security, disaster recovery solutions, bespoke software solutions, procurement and more.

Our vision is to fulfil your needs through technology, innovation, and trust to give you the freedom to focus on the things that really matter.

**KEY RESPONSIBILITIES**
- Answer and resolve client and company support calls
- Monitor our services to our clients to ensure our SLA is delivered e.g. backup solutions
- Monitor client satisfaction and escalate cases of extreme dissatisfaction
- Take ownership of the helpdesk and its operations
- Train, monitor, mentor and motivate helpdesk technicians
- Maintain and update the knowledgebase for internal and external use
- Plan, produce and update technical documentation
- Co-ordinate resources for installations and support visits
- Problem management
- Generate helpdesk statistics to identify strengths and weaknesses
- Generate client satisfaction reports
- Plan and implement remedial measures
- Implement and maintain ITIL processes
- Ensure the helpdesk is always manned between the hours of 08:30 to 17:00
- Be a part of overall company strategy
- Providing regular reports
- General administration duties related to the role
- Any other task, within reason, requested by management, that fulfils a business need

**QUALIFICATIONS**
- 5 GCSE’s Grade C and above (essential English and Maths)
- A Levels Computing or equivalent
- BSc Computing or equivalent
- Comptia Certification
- Microsoft Certification
- ITIL Foundation & Practitioner
- Full UK Drivers Licence

**EXPERIENCE**
- Team Leader: 2 years (preferred)
- Helpdesk: 2 years (preferred)
- Customer Service Experience: 2 years (preferred)

**KEY SKILLS & PERSONAL REQUIREMENTS**
- Good communication skills, verbal and written
- Good technical knowledge
- Troubleshooting
- Analytical thinking
- Leadership qualities
- Forward thinking
- Independent working

**JOB TYPE**
- Full-Time and Term Time only availability
- Permanent

**SALARY**
- £22,000 - £32,000 per annum

**WORKING HOURS**
- Mon-Fri 08:30-16:30
- 37.5 hours per week
- Hours to be distributed equally through the week
- Any flexitime is arranged with line manager and HR

**BENEFITS**
- 28 days’ holiday per annum includes Bank Holidays.
- Health Care Plan*
- Free on-site parking and good public transport links.
- Ethical company pension scheme
- Whole company away day
- Family atmosphere
- Nurturing environment

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

**Salary**: £22,000.00-£32,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to Commute:

- Birmingham (preferred)

Willingness to travel:

- 25% (preferred)

Work Location: In person

Application deadline: 23/02/2024
Reference ID: IND-HTL-FEB2020

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