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    Service Desk Manager - Edinburgh, United Kingdom - KnoWho

    KnoWho
    KnoWho Edinburgh, United Kingdom

    4 days ago

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    Description
    Helpdesk Team Lead £32k - £35k
    Our client provide IT Support to a range of fantastic companies.

    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.

    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. 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 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.

    3+ years experience in a support/helpdesk environment
    ~ 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
    ~ Enjoy working with junior team members, helping them develop their knowledge and skills and can act as a point of escalation for them
    ~ 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.
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