Helpdesk Lead | Nittygritty

06th Aug 2020

Helpdesk Lead

About us:

We are a small, successful IT consultancy based in central London looking for an experienced Helpdesk Lead to support both the management team and our diverse team of support engineers. Nittygritty.net provide remote and onsite IT support and consultancy to companies in the architectural and creative sectors, and so offer the opportunity to work at a variety of clients with a wide range of challenging technical needs.

About you:

We are looking for someone who loves both managing people and working with them to solve problems. Enthusiasm, willingness to learn…and leadership are key skills for this role. This is because you will be responsible for leading our great technical support team, providing excellent customer service and resolving technical issues.

Therefore, to perform well in this position you will have:

  • a solid technical background combined with customer service experience
  • a problem-solving attitude with an ability to motivate your team to achieve specific goals

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities 

  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Contribute to improving customer support by actively responding to tickets and follow up on response
  • Establish best practices through the entire technical support process
  • Develop weekly and monthly reports on help desk productivity
  • Provide customer feedback reports

 

Requirements 

  • Proven experience as a Help desk or Team leader
  • Hands-on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Knowledge of windows server systems – Clusters, HyperV,
  • Administration of office 365, Exchange, Teams
  • Excellent knowledge of Desktop systems, Windows and MacOS
  • Good networking skills, VLANs , Firewall configuration, VPN troubleshooting

We offer:

  • A great team
  • Competitive salary
  • Benefits
  • Opportunity to work with interesting, creative-sector clients
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