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Desktop Support Team Leader

  • Location: Newcastle-under-Lyme
  • Salary: £24,000 to £28,000
  • Type: Permanent
  • Posted: 81 days ago
  • Company: IGL Recruitment

The Company:

We are an official Samsung device repair partner based in Newcastle under Lyme, Staffordshire.

The Role:

A Team Leader with responsibility for the day to day operation of the internal helpdesk, provision of 2nd line technical support & mentorship of 1st line support.

Duties & Responsibilities:

  • Provide 2nd line technical support and mentorship to first line/service desk throughout all areas of IT (Windows 7/10, MS Office, Desktops, Laptops, Virtual Machines, Servers, Network/Patching, Printers, Mobile Phones, Wireless etc) across multiple sites.

  • To ensure all calls are dealt with in a professional and timely manner in line with internal KPI's.

  • Prioritise incidents & requests via the helpdesk system & escalate issues where required.

  • Take a pro-active approach to understand the challenges the IT support team face, helping to deliver cost effective service to meet the needs of the business.

  • Create and maintain detailed documentation and guides.

  • Maintain systems and technologies such as Phone System, Anti-Virus, CCTV, Access Control.

  • Support the planning and implement projects such as new phone system, Windows 10 migration, desktop upgrades, WSUS/WDS server creation, O365 migration.

  • Support the operational and repair departments with specialist mobile phone testing software.

  • Work with 3rd party IT/software support companies.

  • Willing to take on and tackle challenging tasks / projects

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Key Requirements;

  • Must have a full UK driving license and be willing to travel to remote sites where required.

  • Great understanding of AD, EMC, DHCP, DNS.

  • Strong organisational & planning skills.

  • Excellent methodical thinking / problem solving skills.

  • Excellent verbal and written communication skills across all departments & levels of seniority.

Desirable Skills;

Linux | Web Hosting | Wordpress | Scripting (Powershell / Batch) | ecommerce | MS certifications

Closing date for applications is 12th April 2019





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