IT Support Lead - Norwich, United Kingdom - Pure Resourcing Solutions

Pure Resourcing Solutions
Pure Resourcing Solutions
Verified Company
Norwich, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

We are working with a fantastic client on the outskirts of Norrwich that are looking for an IT Support Lead of a small but growing IT Support Team.

This is a hands-on role, with an expectation that the Lead partakes in the resolution of incidents and requests to support existing Support Engineers.

Support is provided via a central Service Desk, utilising simple Service Management principals, and working towards existing SLA's and KPI's.

Our core End User environment is primarily Microsoft based, both in terms of the Desktop and associated Applications.


Role Responsibilities:


  • Coordinating the daytoday workload of a team of Support Engineers to ensure SLA's/KPI's are met.
  • Reporting on performance against agreed SLA's/KPI's.
  • Managing the End User desktop through the lifecycle of a New Starter, through to a Leaver, including patch management, asset management, software deployment and security.
  • Responding to all calls from customers and ensuring these are answered, fixed or logged within agreed service levels.
  • Providing 1st and 2nd line support throughout the full lifecycle of all incidents and requests. Escalating when appropriate and ensuring the customer is kept up to date with progress.
  • Build and installing computer hardware, software and peripherals in accordance with agreed service levels.
  • Monitoring IT services.
  • Responding in a timely manner to service issues and requests
  • Providing technical support across the company (this may be in person or over the phone)
  • Liaise and work closely with the IT department to ensure quality and delivery of service.
  • Partake in continual personal and professional development to stay up to date with technology.

Ideal Skills:


  • Experience in leading a small team
  • Experience in a 1st or 2nd line support role
  • Experience in a customer facing technical role
  • Experience of working to individual and team SLA's/KPI's, and reporting delivery against them
  • Working knowledge of Windows 10 & 11, Office 365, patch management, asset management, software deployment and security principals.
  • Excellent communication skills.
  • Ability to work independently, or as a team.
  • A positive approach to problem solving.
  • A passion for learning new things.
  • Good time management, prioritisation & organisational skills.
  • Has a cando attitude, and displays a positive attitude to challenges.
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