Ict 1st Line Team Leader

2 days ago

Kings Hill, United Kingdom Commercial Services HR Full time

Commercial Services Group is recruiting an ICT 1st Line Team Leader on behalf of Cantium Business Solutions, which is part of Commercial Services Group.

**Salary**:£28,925 - £32,000 per annum**
Brand**: Cantium Business Solutions**
Location**: Kings Hill
**The Role
**Key Duties**
- To plan and evaluate the work of the 1st Line Team to ensure effective use of resources and manage the day-to-day development of the team in order to ensure a fully motivated and professional workforce to meet the business objectives
- Ensure that all requests from our customers are handled promptly within our Service Level Agreements and ensure that priority setting and escalation procedures are applied and requests that cannot be resolved are escalated promptly to the appropriate team
- Review and assess individuals performance and behaviours through regular one to one meetings and appraisals. Chair monthly meetings as required and create an environment which encourages individuals to participate, share information and knowledge. Assistwith the recruitment and induction process for the 1st Line Analysts
- Regularly monitor the status and speed of resolution time of enquires and incidents and is proactive in devising improvements and recommending changes to systems, products or services. Working with the other teams and proactively monitor call ques and provideresource where appropriate to reduce waiting times for customers and seek to increase the number of calls closed at first point of contact
- Liaise with Managers to ensure that call expectations are dealt with quickly and effectively and act as a senior point of contact in the event of high priority calls and major incidents

**What we need from you**
- Experience working in an IT Service Desk environment
- Team Leader capabilities, providing direction, escalation and managing major incidents
- Good knowledge of Microsoft Office
- Good knowledge of Microsoft Operating Systems to undertake routine basic tasks
- Basic understanding of computer networking to identify common issues
- Ability to learn new software/hardware in depth quickly by taking responsibility for own development and improvement

**What Cantium can offer you**
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.

Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focuson insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approachto when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life - helping you achieve a great work life balance.

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