Job Description
Job Description
Helpdesk Team Lead
£32k - £35k
Edinburgh
Our client provide IT Support to a range of fantastic companies. They deliver excellent results for their clients and they have a great time doing it! This team is highly experienced, self motivated and committed to all pulling together in the same direction. They're looking for someone who shares their passion for helping others with technology, delivering excellent customer service, operating to high professional standards and have a great time along the way. If that sounds like you, then you’ll fit right in.
What are they looking for?
A Helpdesk Team Lead to take control and manage their helpdesk team. The helpdesk is one of the most important services they provide as a company. For many of their customers it’s the only experience they get of us, so it’s important to make sure they give a fast, friendly and professional service. The helpdesk team are true ambassadors of the business and work with customers in their time of need. This presents a great opportunity to shine and create happy and loyal customers. The Helpdesk Team lead is responsible for the daily running of the helpdesk service. This entails ensuring all inbound communications from clients are captured within Support Tickets, assigned to the appropriate staff and responded to in accordance with our procedures, SLAs and quality standards. The HTL should recognise when a particular tickets should be prioritised or escalated. The HTL is responsible for managing the workloads of the helpdesk team members, being their primary point of contact for all helpdesk related queries and to provide leadership and guidance to the team to allow them to thrive in their role. The HTL will continuously strive on increasing customer satisfaction, helpdesk performance and business operations efficiency.
In a Nutshell 🥜
- Passionate about technology and take an interest in the industry
- Energetic, motivated, professional and with a great sense of humour
- 3+ years experience in a support/helpdesk environment
- Experience managing a small team (in any industry!)
- Can communicate well (verbally and written) with clients on a level which they understand and can work with them on their technology projects and IT support challenges
- Experienced in supporting multiple organisations, working on multiple tickets simultaneously and multi-tasking
- A natural problem solver with a can-do attitude
- A people person who enjoys working within a closeknit team
- Enjoy working with junior team members, helping them develop their knowledge and skills and can act as a point of escalation for them
- You like variety and enjoy learning new technologies & skills
- Relish being in a position of responsibility and trust
- Able to drive and enjoy meeting our clients face to face as well as working remotely
- Microsoft Office 365! You should have a background in using and supporting Office 365 including Exchange Online, SharePoint, OneDrive for Business, Teams & InTune
- The usual Microsoft software including Windows OS, Server OS, Active Directory, and Hyper V
- Network technologies including switching, wireless and firewalls. We mainly use Unifi network equipment and a variety of firewalls
- Have a well rounded knowledge of IT security principles and how to apply them within small and medium sized businesses. We work to Cyber Essentials guidelines
This is a fantastic role with a company that has a fantastic, enjoyable working environment and treats staff impeccably - apply now to avoid missing out!