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    Service Desk Manager - Edinburgh, United Kingdom - KnoWho

    KnoWho
    KnoWho Edinburgh, United Kingdom

    3 weeks ago

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    Description
    Helpdesk Team Lead £30k - £35k EdinburghOur client provide IT Support to a range of fantastic companies.

    They deliver excellent results for their clients and they have a great time doing it This team is highly experienced, self motivated and committed to all pulling together in the same direction.

    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.

    If that sounds like you, then you'll fit right in. What are they looking for? 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. This presents a great opportunity to shine and create happy and loyal customers. 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 should recognise when a particular tickets should be prioritised or escalated.

    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.
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