1st Line Support Team Leader – Stafford

Stafford, Staffordshire
Xact Placements Limited

Are you looking for a new exciting opportunity working as a 1st Line Support Team Leader for a successful MSP based in Stafford?

Main Duties of the Role

• Daily management of the Service Desk
• Prepare management reports and information when required
• Provide support to the Service Desk agents and provide mentoring as required
• Ensure Service Desk agents receive ongoing training
• Ensure Service Desk Training Records are accurate and up to date
• Ensure that all calls are answered in a timely and professional manner within the agreed time
• Effectively, efficiently and accurately record customer information necessary to progress requests, provide technical assistance or provide information to the customer.
• Accurately diagnose cause of faults based on information obtained
• Ensure effective communication is maintained with the customer at all times.
• Take ownership of each call logged and ensure that it is followed through tosuccessful completion.
• Escalate issues preventing the progress of a customer request

Your Skills and Experience

• Experience within a similar role, leading a team
• ITIL background
• Excellent communication skills, both written and verbal
• MCSE desirable
• Excellent knowledge of Microsoft Windows 7 & 10 desktop operating systems
• Basic knowledge of Microsoft Server operating systems
• Excellent knowledge of Microsoft Office 2013 onwards

Salary

• £28,000-£30,000 per annum, depending on experience
• Hybrid working environment