IT Helpdesk System Supervisor
IT Helpdesk System Supervisor
Reports to: IT Operations Manager
Based: Leeds
Overall requirement & purpose:
My client is seeking an experienced IT Helpdesk System Supervisor to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner.
Principal Duties, Responsibilities & Accountabilities:
- Manage, maintain, and develop the IT Helpdesk environment
- Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
- Oversee the help desk support staffs daily activities ensuring timely and professional delivery of technical support, and call management.
- Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
- Enforce technical standards, systems, policies, and procedures.
- Provide guidance to the Global IT Support team relating to end-user support.
Essential Skills:
- Minimum of 5 years experience in a fast-paced end-user IT support environment
- Hands on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
- Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of Freshservice is desirable but not essential)
- Effective analytical and problem-solving skills
- Able to effectively report on and present data appropriately based on the intended audience
CVs to Nick ASAP for immediate review