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Desk Side and Technology Support Team Lead

4 months ago

Bristol UK, South West England, United Kingdom iO Associates - UKEU Full time

Job title: Desktop Support Team Lead
Location: Bristol
Salary: Up to 40,000 per annum
Job type: Permanent

They are employed in the infrastructure sector. Using data-rich, virtual, interactive, and collaborative technologies, they help clients make more informed decisions for difficult jobs.

You will be the Desk Side and Technology Support Team Lead is the central point of contact for all IT-related incidents and service requests within their region. Tour role is to both provide second-line support and supervise/lead the local IT resources operationally. You will be responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.


Required Skills:

  • At least 8 years' experience in IT Service Management principles and processes and solid understanding of hardware and software asset management processes.
  • Experience in working to (and exceeding) Service Level Agreements.
  • Should have Broad technical understanding of IT services being supported.
  • Working knowledge of database/excel structures/tables/configurations.

Responsibilities:

  • Manage the daily activities of the Desk Side and Technology Support Team and assume responsibility for the recruitment, training, objectives setting, and personal development reviews of team members.
  • Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC best practice guidelines.
  • General troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk
  • Deploy IT hardware, record, and track assets during deployment according to IT Services standards and workflow procedures.
  • Ensure take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution

This is an excellent opportunity to work for an international company that encourages and facilitates personal growth and career development throughout the organisation.

Please apply on the link below or contact us if you want to know more about the role and company.