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IT Service Desk Team Lead

  • Location: Greater Manchester
  • Salary: £24000.00 - £25000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

IT Service Desk Team Lead

Altrincham - free on-site parking

£24,000 - £25,000

Capita are currently recruiting for an IT Service Desk Team Lead to join a fast-growing healthcare business in Altrincham. This role involves mentoring and supervising a small team of two 2nd line support staff. You will be expected to respond to 2nd line support incidents along side some project work, mentoring and reporting.

This is an ideal opportunity for someone looking to take that next step in their IT helpdesk / IT service desk career.

What do we need from you?

  • Experience in a 2nd line support role
  • Excellent technical knowledge of laptop and desktop hardware
  • Excellent technical knowledge of RAM, hard drives and motherboards
  • Experience in reading and understanding technical manuals
  • Knowledge of AD, group policy and NIC cards
  • Experience in supporting mobile devices
  • Understanding of current network environments including troubleshooting with network, server and infrastructure issues
  • High attention to detail
  • The ability to build rapport and deliver excellent customer service
  • Management / team lead experience is not essential, but you must feel comfortable in mentoring, supporting and motivating others

Duties

  • Supervising a small team
  • Reporting and submitting reports to senior management
  • Monitoring service issues, performance and KPI's
  • Dealing with 2nd line support issues across the business
  • Dealing with escalated complaints
  • Build rapport with service desk users
  • Identify trends and escalate to management
  • Ensure 1st and 2nd line support issues are dealt with promptly
  • Develop help and FAQ sheets
  • Deliver training and identify knowledge gaps
  • Act as a point of escalation for service desk agents when needed

This is an urgent position for the business to fill and we are looking to speak with suitable candidates ASAP. If this is something of interest, then APPLY NOW or call Rachel on 07539937530 for more information.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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