MSP Helpdesk Manager - Hybrid (Aw000632) Abingdon, England
Salary: | GBP44000 - GBP52000 per annum |
Job Title:
Salary:
Location:
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Helpdesk Manager
45k – 52k
Abingdon – Hybrid |
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Key Responsibilities:
- Supporting and managing the helpdesk team
- Delivering IT helpdesk projects
- Supporting the infrastructure and project teams
- Ensuring that all processes are being adhered to
- Providing support to our customers
- Monitor and maintain desktop/laptop systems
- Helping drive the team forward with improvements to processes and technologies
- Creating and implementing new processes or procedures to optimise efficiency and/or compliance
- Handling escalations/following up feedback and pushing to resolution
- Ensuring the department has key skills and competencies to facilitate the required delivery and growth
Role Activity:
- Weekly meeting with reporting members
- Ensuring that all SLAs and KPI’s are being achieved within the helpdesk team
- Proactively identify areas for improvement/efficiency gain and pre-empt potential issues to reduce requests/incidents
- Ensuring all Service Desk processes are thoroughly documented, audited, and regularly reviewed
- Generating regular reports for senior management that showcase helpdesk performance and key metrics
- Reducing business impact/downtime with preventative measure/improvements
- Owning and managing the escalation process and support required for the Support team
Manage high priority incidents with appropriate incident management practices
- Embed and maintain an awareness of other ITIL disciplines and the role the Service Desk play in supporting them (i.e. problem, change and knowledge management)
- Weekly meeting with Head of Managed Services
- Managing the client expectations/managing communications between the IT engineers and clients
- Communicate daily to clients with open tickets
- Logging, managing and resolving client IT issues
- Contribute to ongoing internal training programs
- Keep up to date with developments of Planet IT’s portfolio of products and with wider technology trends
- Interacting, Supporting and presenting to new and current IT Service clients
- Supporting the delivery of the existing client’s projects.
- Working with Technical Account manager to ensure that all audits and road maps are being updated on all current and new support clients.
- Supporting the Technical Account managers
- Working with and managing our clients 3rd parties
- Maintain desktop asset register and configurations
- Providing support to our clients
- Adhere to all company policies and procedures.
- Undertake any other reasonable duties as required to meet the needs of the business.
Person Specification:
Minimum:
· Strong communication and management skills · Excellent troubleshooting and problem resolution skills · Experience with system and process implementation on scale · Excellent client service · Positive attitude to work · Strive for continuous improvement · Ability to work independently under pressure · Proven management experience · Strong negotiation skills · Proficient decision maker · Managing a team operating in; Office 365, EntraID, Intune, Remote monitoring and management tools, Windows desktop, remote desktop environments, anti-virus, networking and firewalls · Minimum of 5 years’ IT experience in a corporate or services environment · Strong commercial awareness · Driving license and own transport essential
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Desirable:
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