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Billericay

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

    epay, a Euronet Worldwide Company
    epay, a Euronet Worldwide Company Billericay, Essex, United Kingdom

    2 weeks ago

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    Description


    Job SummaryThe 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 DutiesThe 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 unitsManage workload of the helpdesk teamProvide day to day support functions as required for internal and external clientsBe aware of IT security best practices and ensure that the systems are protectedEnsure that documentation for the IT systems is kept up to date and amended where necessaryPerform procurement for staff IT hardware (laptops, keyboards, phones etc)Technical fault diagnosis and resolution, incident management and assisting with basic troubleshooting and notificationsWork on internal processes to improve performance, reliability and usabilityCreate, maintain audit and edit user accounts.

    RequirementsREQUIRED EXPERIENCE / QUALIFICATIONSExperience in computer support and knowledge of PC, Server hardware and networking equipmentKnowledge in the use of applications such as MS Office 365 and the major Microsoft operating systemsKnowledge 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 systemsExperience in leading a team is desirableExperience in procurement is desirableCompetencies/SkillsCommunicationHighly Numerate Empowered decision makingStrong oral and written skillsFosters open communicationPersonal EffectivenessActs with integrityDemonstrates adaptabilityPersonal organisationSensitive to cultural differencesBe prepared to be in the front line, handle queries and proactively handle issue resolutionStrong work ethic and keen attention to detail Be diligent, efficient and able to manage multiple conflicting deliverables including working under pressureQuestion existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo as necessaryInterpersonalBuilds relationshipsAble to effectively share knowledge and teach otherLeadershipCultivates teamwork Effective and positive management of resourcesTechnicalMicrosoft Server, Active directory including group policy, Knowledge of the following technologies is desirable, SQL Server, PowerShell, VMwareKnowledge of telecom/high transaction volume industries is desirableThe 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.
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