Helpdesk Operations Specialist

5 days ago


Northampton, Northamptonshire, United Kingdom IDEAL PERSONNEL Full time

Ideal Personnel is seeking a Technical Support Manager to join our team in Northampton.

About the Role

The successful candidate will be responsible for leading and overseeing our IT helpdesk team, ensuring efficient and effective technical support to our internal customers. This will include managing daily operations, troubleshooting complex issues, and maintaining high levels of customer satisfaction.

Responsibilities:

  1. Team Management: Supervise and mentor the IT helpdesk team, providing guidance, support, and training.
  2. Issue Resolution: Troubleshoot complex technical issues and resolve them in a timely manner.
  3. Policy Development: Develop and implement helpdesk policies, procedures, and best practices which align with the ITIL framework.
  4. Reporting: Produce and analyse reports on helpdesk performance metrics each month.
  5. Cross-Functional Collaboration: Coordinate with other IT teams to ensure seamless support.
  6. Rota Management: Manage and maintain the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm.
  7. Inventory Management: Maintain the firm's hardware and software inventories.
  8. Backup Systems: Monitor the backup systems and escalate any issues with the Infrastructure team.
  9. Subject Matter Expert: Be actively involved in all relevant projects, providing regular reports regarding the project status, activities, and achievements to the IT Director.
  10. Process Improvement: Research and recommend changes which will improve overall ongoing performance of the IT systems and processes.
  11. Quality Standards: Contribute to the policing of IT quality standards and IT Policies throughout the firm.
About You

We are looking for an individual with excellent leadership and communication skills, who has a strong understanding of IT packages such as Microsoft Office and Microsoft Windows, as well as knowledge of IT and audio-visual systems. The ideal candidate will be proactive, flexible, and resilient, with a demonstrated desire to pursue a career in IT.

Salary: £50,000 - £60,000 per annum, depending on experience.



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