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Helpdesk Supervisor

4 months ago

Dudley, United Kingdom Concept Resourcing Full time

**Role: Service Desk Supervisor**
**Location: Birmingham**

**Salary: up to £30,000 - £35,000**
**Industry: MSP**

Are you a passionate Service Desk supervisor looking for the next step in your career?
Do you want the opportunity to work for a well established MSP who prioritise staff training and progression?
Do you have experience of managing a service desk ticketing system and working in an ITIL environment?

**Role**:
To manage service desk responsibilities, monitor the ticketing system and implement new features and tools to increase client satisfaction

**Technical Requirements**

The following technical competencies are desirable but not essential:

- Monitoring tickets so don't go over a SLA
- reassigning tickets if an engineer has gone on site or off sick
- dealing with all the booking requests for on-site visits and to know the engineers are.
- contact for small complaints
- reporting
- task of owning the helpdesk and implementing new features.
- Keeping the helpdesk system up to date from companies to users.
- First response to crack the whip if engineers not performing or taking too long on tickets.
- Keep documentation up to date with changes to the system
- train new members of staff on the helpdesk system.

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