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Helpdesk Coordinator

2 months ago

Bristol, Bristol, United Kingdom Hamilton Barnes Associates Limited Full time
Job Title: Helpdesk Coordinator

We are seeking a highly capable Shift Team Lead to spearhead one of our client's 24x7 operations shifts in Stoke on Trent. This pivotal role involves leading a team of 24x7 Support Engineers, ensuring the seamless operation of IT infrastructure round-the-clock.

Key Responsibilities:
  • Oversee the shift operations, providing leadership and direction to a team of 24x7 Support Engineers.
  • Coordinate with engineers to ensure efficient and timely resolution, maintaining high service levels.
  • Organize and manage the shift rota, ensuring optimal staffing levels across all shifts to maintain uninterrupted service.
  • Handle shift changes, leave requests, and cover arrangements to ensure a balanced workload.
  • Monitor system performance and team effectiveness, identifying areas for improvement.
  • Implement strategies to enhance productivity and service quality.
  • Facilitate clear and effective communication within the team and across shifts.
  • Identify training needs and opportunities for team development.
  • Mentor team members, encouraging the acquisition of new skills and professional growth.
Requirements:
  • Minimum of 5 years in IT support, including significant experience in 2nd and 3rd line roles.
  • ITIL Foundation certification required; advanced IT qualifications (e.g., Additional IT certifications will be considered an asset.
  • Strong leadership and communication skills, ability to work under pressure, excellent problem-solving abilities, and a proactive approach to incident management and team development.
  • Willingness to work on a rotating schedule, including nights, weekends, and holidays, to support 24x7 operations.
Benefits:
  • Long Term Sickness/Disability Insurance: The Company offers a long-term insurance policy designed to support employees if they can't work because of illness or injury.
  • Discretionary Bonus: As an SME, having a discretionary bonus scheme is a realistic way to incentivise staff. It is a reward for exceptional performance, contribution or accomplishment that goes above and beyond the employee's usual realm of duties.
  • Employee Assistance Programme: Lifeworks to bring an Employee Assistance Programme (EAP) allows employees to seek professional counselling and support through online, telephone and face to face sessions with a 24/7 hotline.
  • Simply Health: Simply Health to provide employees with a Health CashPlan. This benefit in kind entitles employees to expense a variety of medical fees including dental, chiropractor, optical and prescription.