Cherry Professional - Relationship Led Recruitment
1st Line I.T Support – Team Leader £28,000 – £30,700 Depending On Experience
Permanent Sheffield Based HybridCherry Professional
are recruiting for talented individuals to work for a fast growing company looking to add to their team.What we are looking for:
– Have previous experience on a First Technical help desk at Management / Senior level
– Have a background in service desk IT support is essential- Have line Manager or Team Leader experience- Have excellent working knowledge of operating systems including Microsoft Windows Server, and Active Directory and be confident using IT software including Office 365- Have strong written and verbal communication skills- Have data input and analysis skillsWorking Hours:
– Monday – Friday 08:30 -17:30 (1 hour lunch)- 2 days per week in the officeKey Details:
– Monitor the ticket line queue for the First Line and help with the escalation to the Second Line if necessary- Monitoring the ‘main’ ticket queue for everyone and escalating to appropriate managers when needed- Ensuring the team stay accountable with a customer first approach- Monitor and report on failovers to find out what happened and ensure continuous improvement within the service- Distributing tickets for individual teams’ tickets, and tickets with no team plus failover support for other teams when needed- Actively work on tickets that “need work now” and keep an eye out for tickets to ensure they are worked on within the agreed service level agreement- Everyday line management of the team including logging absences, dealing with holiday requests or organising shifts- Putting together training requirements as part of the development of first line engineers and ensuring the continual improvement and further training of existing team members- Adherence and meeting of targeted metrics around tickets, SLAs, Meeting first response time, stagnant tickets and customer satisfactionBenefits:
– Competitive salary- 25 Days Annual leave + Bank Holiday- Good pension contributionCherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.
