Support Desk Team Leader - Aberdeen, United Kingdom - ICR Scotland Ltd

ICR Scotland Ltd

Verified Company

Aberdeen, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Support Desk Team Lead

Company:
ICR Scotland

Location:
Aberdeen

ICR Scotland is a leading provider of innovative EpoS (Electronic point of Sale) technology solutions to a diverse range of clients.

We are currently seeking a highly motivated Support Desk Team Leader to join our dynamic team in Aberdeen and lead a small team of support agents to deliver exceptional customer support.

Responsibilities:

Manage our Zendesk Support Ticketing System effectively, ensuring all support tickets are promptly assigned and resolved within agreed SLAs.
Allocate support tickets to support agents based on workload, skills and expertise to optimise team efficiency and deliver exceptional customer service.
Lead and supervise a team of support agents, providing guidance, coaching, and mentoring to drive performance and foster a positive work environment.
Monitor and manage the workload of the support desk, ensuring all resources are allocated appropriately and service levels are maintained.
Maintain accurate records of support tickets, ensuring that all customer interactions and issue resolutions are documented in a timely and accurate manner.
Oversee customer billing processes, ensuring accuracy and timely completion to facilitate seamless financial transactions
Develop and implement standard operating procedures (SOPs) to streamline support desk operations, enhance efficiency, and improve customer satisfaction.
Collaborate with other teams (Sales, Marketing, Finance) to identify process improvements, implement system enhancements and drive continuous improvement initiatives.
Handle escalated customer inquiries or complaints with professionalism and provide timely resolutions.
Foster a culture of excellence, teamwork, and continuous learning within the support desk team.
Stay updated with industry trends, technologies, and best practices to enhance support desk performance.

Essential Requirements:

Certified IT knowledge through industrystandard qualifications (e.g., Microsoft, Cisco, etc)
Extensive experience in a support role providing IT support to end users
Proficiency with Microsoft Windows Operating Systems and Office products
A good knowledge and understanding of computer networking
Outstanding communication skills, both verbal and written with the ability to convey complex technical concepts to nontechnical individuals
Proven ability to multitask and prioritise tasks effectively in a fastpaced, deadlinedriven environment
Strong problemsolving and analytical skills, with a methodical approach to resolving issues
A customercentric mindset and a passion for delivering exceptional customer service
High level of attention to detail and a commitment to maintaining accurate records
Ability to work collaboratively with crossfunctional teams and build effective working relationships
Flexibility to adapt to changing priorities and business needs

Desirable But Not Essential:

Experience of EpoS systems and software would be advantageous but full training on our products will be provided
Previous supervisory or management experience
Proficiency in using Zendesk Support Ticketing System or similar help desk software
A full UK driving licence

Salary / Benefits

Base Salary: £30,000 £40,000
Performancebased Bonus: An annual bonus based on individual and team performance metrics
Private Health Insurance
33 Days Holidays
Training and professional development opportunities
Company pension

Summary:

If you are a proactive and customer focussed individual with proven IT ability and relevant support experience we'd love to hear from you.

Join ICR Scotland in our Aberdeen office and be part of a dynamic team dedicated to providing exceptional support to our fantastic clients

Job Types:
Full-time, Permanent

Salary:
£30,000.00-£40,000.00 per year

Benefits: