Helpdesk Team Lead - Billericay, United Kingdom - epay, a Euronet Worldwide Company

Description

Job Summary

The Help Desk Team Leader is responsible for supervising and coordinating a small Help Desk Team, triage helpdesk tickets & direct workload to ensure all help desk SLAs are met in an accurate and timely manner.

This is a hands-on role which will require you to investigate & remedy IT issues and/or direct any escalations to the appropriate business unit. You'll be working closely with the IT Infrastructure Manager to implement any changes which will reduce the amount of help desk calls logged, resulting in better IT services across the business.

The role will also ensure that any regulatory related tasks are performed & adequately documented to ensure the business meets its regulatory requirements & controls stipulated by the auditing team are adhered to.

The Help Desk Team Leader will be office based. Travel within the UK and overseas is a possibility but uncommon.

Essential Duties

• The Help Desk Team Leader will be responsible for:
• Day to day management of office IT systems including workstations, laptops, phones, office servers, network devices and business applications.
• Triage incoming helpdesk calls & assign to relevant business units.
• Manage workload of the helpdesk team.
• Provide day to day support functions as required for internal and external clients.
• Be aware of IT security best practices and ensure that the systems are protected.
• Ensure that documentation for the IT systems is kept up to date and amended where necessary.
• Perform procurement for staff IT hardware (laptops, keyboards, phones etc)
• Technical fault diagnosis and resolution, incident management and assisting with basic troubleshooting and notifications.
• Work on internal processes to improve performance, reliability and usability.
• Create, maintain audit and edit user accounts.

Requirements

REQUIRED EXPERIENCE / QUALIFICATIONS

• Experience in computer support and knowledge of PC, Server hardware and networking equipment.
• Knowledge in the use of applications such as MS Office 365 and the major Microsoft operating systems.
• Knowledge and experience of the following is essential; MS Windows Server, MS Windows 10/11, Active directory,
• Knowledge of the following technologies is desirable, PowerShell, Networking systems.
• Experience in leading a team is desirable.
• Experience in procurement is desirable.

COMPETENCIES/SKILLS

Communication

• Highly Numerate
• Empowered decision making
• Strong oral and written skills
• Fosters open communication

Personal Effectiveness

• Acts with integrity.
• Demonstrates adaptability.
• Personal organisation
• Sensitive to cultural differences
• Be prepared to be in the front line, handle queries and proactively handle issue resolution
• Strong work ethic and keen attention to detail
• Be diligent, efficient and able to manage multiple conflicting deliverables including working under pressure.
• Question existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo as necessary

Interpersonal

• Builds relationships.
• Able to effectively share knowledge and teach other

Leadership

• Cultivates teamwork
• Effective and positive management of resources

Technical

• Microsoft Server, Active directory including group policy,
• Knowledge of the following technologies is desirable, SQL Server, PowerShell, VMware
• Knowledge of telecom/high transaction volume industries is desirable

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.