Helpdesk Team Leader

Helpdesk Team Leader

Role: Helpdesk Team Leader

Salary:  £22,000 per annum, with an OTE of £25,000 (performance related bonus)

Location: Sheffield

Our client provides an automated web-based system, to the estate agency sector, enabling them to be more efficient and save money.

The role:

Our client are looking for a natural born leader to take the reins of their busy help desk team.

Your daily tasks will include

Line manage a busy helpdesk team of 4, undertaking regular performance reviews and advising on development needed
Co-ordinating tickets and ensuring that work is completed to a high standard and within contracted Service Level Agreement
Take technical escalations from first and second level support
Ability to project manage technical projects and ensure that communication with key stakeholders is maintained to a high standard
Liaising with customers and engineers to ensure that tickets are being resolved in a timely manner
Providing regular performance monitoring information to the management team and highlighting areas for concern and recommendations for improvements
Support Service Delivery Management to understanding technical problems and assisting with the presentation of solutions to clients
Co-ordinate high risk and major incidents
Act as a first point of escalation for customer, Service Delivery Management, and Directorate enquiries and complaints
Proactively identifying, recommending and improving ways of working in the delivery of service desk support

The successful candidate:

You must be self motivated with excellent organisation skills and the ability to plan, manage and deliver projects and produce work to a deadline. You will have strong problem solving skills with a keen attention to detail with a proven record of working in technical service desk environment.

Essential criteria:

Strong technical knowledge and experience of Zendesk or similar
Experience of managing a busy helpdesk
Experience of setting up systems and processes within Zendesk (or similar ticket management tool)
Understanding of SLAs and KPIs and the importance of them to clients
Experience of delivering and managing cloud based technologies
Ability to demonstrate a strong attention to detail
Strong project management skills and experience
Experience in delivering technical support within a managed services environment
Must be able to demonstrate a customer first approach to support, great communication skill
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Natural aptitude for troubleshooting & problem solving
Have solid experience in a helpdesk or technical support environment
Highly organised and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours as required

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