IT Service Desk Team Leader

3 days ago

Leatherhead, United Kingdom ACHIEVE TOGETHER LIMITED Full time

**IT Service Desk Team Leader**

**Location - Hybrid - working at our head office in Leatherhead and working remotely.**

**Salary: Competitive**

**A unique opportunity to join the UK’s leading provider of support for** **people with learning disabilities, autism and associated complex needs in the role of IT service Desk Team leader.**

Achieve together is a leading provider of support for people with learning disabilities, autism, PLMD, deafness, hearing loss and associated complex needs in the UK.

We are looking for an experienced IT service person who is looking for the next role in your career. You will share our strong ethos and commitment to supporting the people and families we work with to live their best independent lives. This is at the veryheart of what we do.

**Why work for us**

We are dedicated to empowering individuals, enabling them to develop skills for life and healthy relationships, as well as supporting them to boost their confidence and self-esteem. Our vision is to provide the best specialist support, inspiring a generationto ensure people live happy, healthy and meaningful lives.

**What you’ll be doing**

Reporting to the Helpdesk Manager, you will beworking within a Service Desk team who provide I.T support to over 400 homes across the UK. As the organisation has grown over the past couple of years, so has the team; in order to support our users. We arelooking for an experienced person to fulfil a 2nd line technical role with additional responsibilities to support the Helpdesk Manager

Key responsibilities
- Troubleshoot incidents and progress work requests logged on the Service Desk, providing technical support and guidance on tickets which have been escalated by 1st line IT analyst
- Monitoring multiple queues to ensure tickets are being progressed within the target timeframe
- Supporting with installations, upgrades and configurations of hardware and software
- Assisting with asset management, recording of kit being sent out / returned and kit recovery
- Recording information in relation to team member data access requests
- Research, draft, review and publish technical knowledgebase articles for the Service Desk Team

**Experience required**
- Proven analytical and problem-solving abilities
- Previous experience working in a 1st or 2nd line position
- Working technical knowledge of common hardware, software and networking faults
- Office 365 experience - user configuration and administration
- Working knowledge of SD WAN, firewalls, switches and AP’s
- Knowledge of cloud backup technologies
- Knowledge of Active Directory
- Strong communication skills and customer centric approach
- Organised,with an eye for detail and able to schedule own workload within a fast paced environment

The role will be a hybrid role, with time spent in the Leatherhead office and working remotely.

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