IT Helpdesk Supervisor
- Employer
- Serveline IT Ltd
- Location
- Cookley Lane, Kinver, DY7 6NW
- Salary
- Attractive + Benefits
- Closing date
- 2 Aug 2022
Job Details
IT Helpdesk Supervisor
Cookley Lane, Kinver, Stourbridge, DY7 6NW
Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.
As a supervisor of the Customer Helpdesk and first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver.
Key areas of focus:
- Ensuring that all support requests are responded to and resolved within SLA and customer expectation
- Providing supervision, coaching and mentoring to all members of the first-line Support Team, carrying out regular one-to-one’s and working with individuals to address areas for improvement and recognising outstanding performance, providing feedback to the Operations Manager and the wider management team.
- Acting as a role model and coach to all members of the team, leading by example, to demonstrate high standards of performance and customer service.
- Managing the balance of resources across the day, ensuring that workloads / service requests are correctly prioritised and break-time cover is scheduled appropriately.
- Acting as the initial point of contact for the team with the aim of reducing the need for escalation to the Operations Manager.
- Ensuring that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member
- Ensuring that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution
- Phone based and hands-on technical/desktop support and general troubleshooting
- Liaising with 3rd party companies as required
- Producing and maintaining support and customer documentation
- Driving customer communications and resolutions where necessary
- Ensuring customer requirements are met, root cause issues are investigated and resolved
Having knowledge and experience in the following areas:
- PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications
- Windows Server and Active Directory administration
- Microsoft 365 Services
- Broad understanding of IT Infrastructure, including networks and email systems
- Minimum 2 years previous technical support experience, preferable supporting the IT Infrastructure for multiple external customers
Additional experience in any of the below would be beneficial:
- Previous staff supervision
- Knowledge of Cloud-based IT solutions
- Continuous Improvement
Candidates should:
- Have a professional and can-do attitude with colleagues and customers
- Possess excellent communications skills
- Be able to work independently and as part of a team
- Be able to work under pressure
- Be self-motivated and have the ability to motivate others
- Demonstrate a methodical and structured approach to work
- Have a commitment to quality, and actively seek improvements to work methods and processes
- Have the ability to deal with ambiguity
- Have the confidence to deal with people at all levels
- Have the ability to travel when required
- Have an interest in technology
- With our support, have the desire to achieve Microsoft accreditation
Job Type: Full-time
Salary: Dependant on experience
Job Location: Kinver DY7
Company
Considering a career in IT support?
Serveline IT Support is a company that provides its employees with a lively, supportive, and dynamic working environment. Training is provided in a range of qualifications including Microsoft certifications.
Generating a business platform that can be sustained in the future requires effort – so giving opportunities for career progression in IT is a fundamental aim from within the roots of Serveline.
The Company has been providing managed IT support, IT solutions and telecom services since 2009 and its team currently support a range of sectors and industries, including education providers, manufacturers, service industries, charities and not-for-profits.
We are regularly recruiting helpdesk technicians, systems engineers and project managers.
If you’re interested in joining our team and helping us provide excellent service to our clients then please take a look at our current vacancies.
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