Our client seeks a Head of Helpdesk to join their team. Role: The Head of Helpdesk role is a senior position within the company. Reporting to the Operations. Manager you act as the bridge between the Helpdesk, Engineering team and Operations Manager. The role is multi-discipline, requiring you to display attributes from all aspects of the Operational field within the business, i.e. you will need the communication and problem solving skill of a Helpdesk operative, the technical awareness and reasoning of an Engineer along with the organisation and relationship management of a Facilities co-ordinator. Key Responsibilities: Provide operational support to the Helpdesk personnel. Provide additional 1st Line Telephone and E-mail support for the company's residential and business customers where needed. Oversee the Daily Operational procedures, provide support and cover where needed: Start of day building checks. Daily Facilities operational checks. On-call engineer assignment and checks.
Regular system process checks (Backup, replication, reporting etc.)Advanced first line fault diagnostics for Power, Cooling and Facilities equipment. Tracking, Creation, Contribution and Processing of support tickets. Liaising with 3rd party provides for service delivery, fault logging and diagnostics, planned maintenance and new service provisioning. Provide constant process improvement recommendations and suggestions. Work Schedule Management of Helpdesk, 1st line and 2nd line engineers. Sales / Operations liaison to ensure smooth delivery of technical services to include management of: Pre-Sales technical consultancy. Transition to Production of new service delivery. ITIL Warranty period management. Holiday, 1st and 2nd Line on-call schedule management.
Assist the Operations Manager as and where required. Key Skills & Experience: 2+ Years in a similar role. A high level of customer service skills. A keen interest in computer technology. An on-going commitment to personal skills development. Able to operate effectively in difficult and pressured situations. Flexible and willing to work outside core business hours as required. Capable of producing high standards of work, to tight deadlines. Highly organised and able to work on own initiative to complete the range of tasks required. Able to work as part of a team and capable of working in key company and customer projects If you have the required skills please apply online at searchandselect.com quoting reference number: 14600
