IT Service Desk Team Leader

Posted 26 November 2019


IT/Group Service Desk Team Lead

Salary £23,000

City & County Healthcare Group is one of the UK’s largest providers of community-based social care services. Every day, our companies support tens of thousands of people with care needs to continue living independently at home.

Due to expansion, our IT Support Desk are looking for 2 new Team Leads to join our small, friendly Service Desk team in Altrincham.  The roles will be pivotal in supporting the IT Service Desk Manager in leading the team to deliver an effective IT service the business.  You will be joining a team who are passionate about learning and development opportunities, are very motivated and commited to delivering excellent customer service to our companies, to enable them to have the right IT to provide care in our communities.

If you have the technical skills and looking for a new role in a fast paced, growing organisation, then we would really like to hear from you.

This position requires team management (without any direct line management) within the wider Service Desk function. This roles also requires team coordination and development of an internal customer culture, including accountability for KPI’s to the Service Desk manager.

This role will have a greater level of responsibly to ensure that key and escalated issues are resolved within Service Levels. Although desirable but not essential the role will need some experience of supervising others and a strong technical background working with core Microsoft technologies such as Thin Clients, Active Directory, Exchange, Windows and MPLS environments.

Key Responsibilities

  • Team management and coordination
  • Build rapport and elicit problem details from service desk customers.
  • Reinforce SLAs to manage end-user expectations.
  • Coordinate Technical support agents on a daily basis ensuring work queues are effectively managed and prioritised
  • Manage key high-level issues and escalations, ensuring all communications are completed and appropriate individuals are informed.
  • Own and manage 2nd/3rd line issues
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Assist in software releases and roll-outs and communication to the end users.
  • Assist in first, second line support when request volumes are high
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Prioritise and schedule problems. Escalate problem (when required) to the various support teams
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software, systems and hardware used and supported by the operation
  • Perform hands-on fixes at the desktop level if required, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups with Customer and Technical Support Agents as required.
  • Perform post-resolution follow ups to help requests.
  • Develop help sheets and FAQ lists for end users.
  • Pick up training, and knowledge gaps with Technical Support Agents where identified
  • Identify quality improvement areas and escalate to service desk manager.
  •  Act as a point of escalation and knowledge for Technical Support Agents on a daily basis

PERSON SPECIFICATION

  • Highly self-motivated and directed
  • Exceptional customer service orientation
  • Calm in times of crisis.
  • Keen attention to detail
  • Ability to conduct research into a wide range of Information Technology issues as required.
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language.
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Natural leadership skills and Qualities

Knowledge and Skills

Essential

Desirable

Assessment method

  • Excellent technical knowledge of laptop and desktop hardware, including Lenovo and HP desktops and laptops, mobile devices (IOS and Android), thin client terminals and varied printing devices.

X

 

Interview

  • Excellent technical knowledge of internal computer components, including RAM, hard drives, motherboards, NIC cards etc.

X

 

Interview

  • Working technical knowledge of current protocols, operating systems, and standards

X

 

Interview

  • Ability to operate tools, components, and peripheral accessories.

X

 

Interview

  • Able to read and understand technical manuals, procedural documentation, and OEM guides.

X

 

Interview

  • Technical knowledge of Mobile MDM software such as SOTI, Mass360 or AirWatch

X

 

Interview

  • Technical knowledge of active directory, group policy and exchange environments

X

 

Interview

  • Extensive application support experience with Windows, 7 and 10. MS SharePoint, MS Office.

X

 

Interview

  • Extensive Equipment support experience with Thin Client terminals, mobile devices and telecoms equipment.
  •  

X

 

Interview

  • Understanding of current network environments, including trouble shooting basic network, server and related infrastructure issues

X

 

Interview

  • Ability to coordinate and prioritise workload in a busy ITIL based Service Desk Environment

X

 

Interview

  • Ability to coordinate others and lead tasks

X

 

Interview

  • Able to use problem management type methodologies to analyses, trouble shoot and resolve key issues

X

 

Interview

  • Able to deal with escalated and high importance issues e.g. Major Incident Management

X

 

Interview

  • High level of customer service skills, including written and the ability to use different communication styles where appropriate

X

   

Experience

Essential

Desirable

Assessment method

  • Minimum 2 experience in a Service Desk Technical support role

X

 

Work history/interview

  • Hands-on hardware troubleshooting experience

X

 

Work history/interview

  • Extensive equipment support experience with Desktop Equipment, Thin Clients, mobile devices and telecoms equipment.

X

 

Work history/interview

  • Working technical knowledge of current protocols, operating systems, and standards.

X

 

Work history/interview

  • Experience of managing vendors and ongoing relationships with suppliers with ease and proactively
 

X

Work history/interview

  • Experience of coordinating and leading others
 

X

Work history/interview

  • Experience of Major Incident, and problem Management
 

X

Work history/interview

  • Experience of working in a an ITIL based environment
 

X

Work history/interview

 

Qualifications

Essential

Desirable

Assessment method

  • Minimum 5 A-C GCSE’s or equivalent

X

   
  • At least one professional IT Qualification
 

X

Interview/certificates

  • ITIL Foundation V3
 

X

Interview/certificates

 

City and County Healthcare Group are an equal opportunities employer.


Contact information

Jane Anning

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