Service Desk Team Lead - London, United Kingdom - Ekco

Ekco
Ekco
Verified Company
London, United Kingdom

6 days ago

Tom O´Connor

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Tom O´Connor

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Description

About Ekco
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe


We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments.

- In a few words, we take businesses to the cloud and back


We have over 500 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.


About the role


Ekco provides managed cloud services, and our ability to provide responsive, agile, and above-all intelligent support is why our customers choose us above larger, slower-moving competitors.


Working from a prestigious office based in the City of London, you will be responsible for a small team of 1st/2nd line engineers but also be hands on yourself.

In addition to managing the team your primary responsibilities are to respond to customer support inquiries, Incident tickets, and change requests ensuring all are actioned or escalated within a timely manner and within our agreed SLA's.

With large scope for accelerated growth, this is the perfect opportunity for a motivated individual looking to proactively progress their career


Responsibilities

  • Provide ongoing collation of stats and reporting, review of SLAs and setting of new KPIs for team members
  • Ownership of knowledge library ensuring all gaps are closed and continually updated
  • To ensure that all calls to the Service Desk are answered within set service levels and the shared knowledge bases are kept up to date
  • Monitor the ITSM system at all times, to proactively monitor and ensure progression on all tickets, ensuring the customer is kept informed at all times.
  • Ensure Ekco standards are maintained and adhered to by both the customers and support.
  • General team lead duties including; motivation, coaching, recruitment, holidays, sickness, rota management etc
  • Regular meetings with onsite Support Staff and customer management at agreed timescales.
  • You will be expected to join the oncall, outofhours rota, and work outside of standard M-F office hours on occasion for planned maintenance activities.
- will be truly passionate about IT and have at least 2-4 years of experience in an IT technical role (ideally remote hosted desktop support).
- should be able to explain technical issues in easily understood terms to a varity of customer levels ranging from a general user to C level.
- will work closely with the Ekco Service Delivery Manager & our customers service delivery team to ensure the smooth operation of services onsite.
- will be responsible for the management of the Ekco 1st/2nd line support staff onsite, including the production of objectives, job descriptions, annual and 3 month review and any other issues/paperwork as required
- will act as a point of escalation for the customer and for the wider Ekco team owning and driving resolution for customer issues
- will play an active role in the team, remaining flexible to support others in busy periods. Working together to maintain the team's knowledge and standards.
- will drive service excellence through problem identification and resolution
- will have a strong focus on Continual Service Improvement and the ability to innovate with other areas of the business to improve the service provided to customers
- will be expected to learn quickly and work with a variety of new and different technologies.
- should have the ability to work under tight deadlines and be able to prioritise under pressure as you will be working on multiple projects at the same time.


Essential Skills / Experience:


  • Citrix
  • SCCM (Microsoft System Center Configuration Manager)
  • Microsoft Windows Server
  • Microsoft Desktop OS Windows 7, 8, 10
  • Microsoft Active Directory / Hybrid AD / Group Policy / In Tune / Teams
  • Microsoft Office/ Microsoft Exchange/ Office 365/ Microsoft Cloud Services
  • Microsoft Office Problem solving

Bonus points if you have experience with:

  • Service Now
  • ITIL
  • Microsoft SharePoint
  • Microsoft SQL Server
  • Networking & Firewalls
  • PowerShell Experience
  • Microsoft Azure exposure and console admin

Why Ekco
Ranked as Ireland's 4th fastest growing technology company in the Deloitte Fast50 Awards
- VMware & Veeam top partner status

Ekco are committed to cultivating an environment that promotes diversity, equity, inclusion and belonging

We recognise the value of internal mobility and encourage opportunities for internal development & progression

Flexible working with a family friendly focus are at the core of our company values


Employee perks
Learning & development - Unlimited access to Udemy learning platform
- Time off - 25 days leave + public holidays

x1 day Birthday leave per year

Private Medical Healthcare with Bupa (post probation)

A lot of responsibilities & opportunities to grow (also internationally)

Company Pension
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