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IT Service Desk Team Leader - Helpdesk Technical Support Lead

Premium Job From AWD Recruitment
Recruiter: AWD Recruitment
Listed on: 31st July 2020
Location: Rg7
Salary/Rate: £37166 - £39352
Salary Notes: + Excellent Benefits
Type: Permanent

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First and Second Level IT Service Desk Team Leader / Helpdesk Technical Support Lead with previous ‘hands on' experience providing 1st and 2nd Level internal and remote Support with great leadership skills is required by a well-established Charity based in Reading, Berkshire.
Candidates should have a real passion for technology and supporting Users, providing a first-class User experience. Ideally you will be ICT, MCP or CompTIA certified or equivalent or have relevant experience supporting technology and leading teams of IT Engineers.
SALARY: £37,166 to £39,352 per annum
BENEFITS: 26 Days Holiday plus Bank Holidays. Generous pension scheme, life assurance and enhanced pay for parenting and sickness leave. In addition, you'll receive an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme.
LOCATION: Reading, Berkshire
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 9am - 5pm, 35 hours per week. As a charity, we're always keen to support flexible working as best we can
 
APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.
 
JOB OVERVIEW
We have a fantastic new job opportunity for a First and Second Level IT Service Desk Team Leader / Helpdesk Technical Support Lead with previous ‘hands on' experience providing 1st and 2nd Level internal and remote Support with great leadership skills.
Working as the First and Second Level IT Service Desk Team Leader / Helpdesk Technical Support Lead you will be responsible for managing the day to day operation of the Service Desk. This role is crucial to ensuring service user requirements are met in terms of communication, prioritising, escalating and resolving incidents and service requests.
As the First and Second Level IT Service Desk Team Leader / Helpdesk Technical Support Lead, you will drive a culture of continual process improvement and customer service within the Service Desk Team and co-operation within the wider IS team.
As a successful candidate, you will have an exciting opportunity to work in a growing and fulfilling environment where your efforts will be greatly appreciated by the Charity and the thousands of people they help.
 
WORKING AT THE CHARITY
Working at the Charity is much more than just a job. Through the values that guide their work, they make a real difference, and change lives.
The Charity believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for the Charity.
 
CANDIDATE REQUIREMENTS
As the First and Second Level IT Service Desk Team Leader / Helpdesk Technical Support Lead you will have the following skills, experience and attributes:

Experience gained within a technical support and service delivery environment providing 1st and 2nd level support including supporting remote workers
Ability to be positive and actively encourage others within the Service Desk Team
Proven ability in building and maintaining strong relationships with service users at all levels
Ability to review workload and priorities for the 1st and 2nd level Service Desk Team members
Experience of working in high pressured environments with users who may be stressed, while effectively managing customer expectations
Excellent communication skills and an ability to explain complex technical issues to non-technical staff and service users
Proven multi system problem-solving skills and experience
Eligibility to work in the UK

 
TECHNICAL KNOWLEDGE
Essential

Active Directory administration and management
Office 365, Skype for Business and Teams administration and management
EMS/MDM (Intune) configuration and device management (iOS/Android)
Using Microsoft System Center Configuration Manager (SCCM) to manage security and application deployment.
Hardware support experience including laptops and desktops
Experience in deployment, management and support of Microsoft Win10 devices
Microsoft BitLocker Administration and Monitoring (MBAM)

Desirable

Automated AD Management tools such as ADManager Plus
EMS/MDM (Intune) with Win10 device management
Deploying and Managing multiple services with Single Sign On (SSO).
Office 365 productivity tools such as Power Apps
Microsoft PowerShell
Citrix Desktop support and management
Supporting Jaws, ZoomText or Supernova.
TopDesk call management system

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.
Please note: we reserve the right to close any of our vacancies early.

HOW TO APPLY
APPLICATION PROCESS: Once we've reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.
CV's of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P5637
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