Service Desk Shift Lead (Deputy)
Recruiter
Prolinx
Listed on
20th December 2021
Location
Swindon
Salary/Rate
Competitive Salary
Salary Notes
Competitive Salary
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
A bit about us Do you want to be part of a very exciting and rewarding opportunity to design and develop technical solutions to support a number of key government agencies. Do you want to be part of a team who provide leading edge secure solutions for customers in defence, blue light, science/medical and other industry research departments often within Universities. If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities then we are keen to talk to you. Step Forward and Realise your full potential by joining an agile and talented team who is responsible for developing, building and supporting technical 1st line solutions within a secure managed services context along with diagnosing and resolving Incidents with existing infrastructure. You will be a part of a great company, where you will be able to grow and develop your skills and experience. What you'll be doing You will be jointly responsible for the leadership and development of the team that represent the face of Prolinx to its managed service customers.This is a shift based role that ensures we can provide our customers with a 24x7x365 service. A typical breakdown of your role would be: Acting as an initial p oint of contact for external and internal customers providing support to users; Ensuring that all communications to the Desk, phone calls, e mails etc. are answered promptly and in a professional and courteous manner. Responding to requests for support by identifying, registering and categorising incidents Identifying and communicating ideas for improvements in quality and/or efficiency Supporting and mentoring the team to resolve issues at first call using standard ope rating procedures and knowledge base Troubleshooting and resolving basic technical issues Following and ensuring the team follow agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA's and KPI's Responsibility fo r the quality of incident management ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets. Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool. Deputise for Shift Lead when required by:
o Acting as a point of escalation for queries from colleagues and as part of the Major Incident process Coaching, developing and motivating colleagues, offering training to address gaps in capability What we need from you We need someone that is; Strong at problem solving with excellent time Management & organisational skills Able to work autonomously or as part of a team A desire to grow and develop in the role and through the company Pride in what you do Ready to work under pressure and within strong security constraints Prepared to work in technologies outside of your core skill set with the support and guidance from others Prepared to travel, when necessary, to customer sites or other Prolinx locations Able to obtain Security Clearance to SC level and potential to DV What skills and experience do you need? From an experience perspective we are looking for a minimum of 2 - 3 years' experience working in a customer support type environment. Essential skills: Excellent customer Service communication skills (both verbal & written) Ability to obtain Government Security Clearance (SC) with no restrictions. IT support skills Microsoft Office suite Windows 10 and Microsoft Server 2016-2019 Active Directory and User Account management General knowledge of basic software installation and network hardware (Desirable) General knowledge of desktop computing Ability to troubleshoot technical support issues Desired skills: Working with LINUX operating systems Network design and TCP/IP Server backups and restores Operating and configuring monitoring tools such as SolarWinds or Icinga Laptop/Desktop builds from bare metal What's in it for you? You will be joining an exciting and growing company that operate with very exciting customers and partners. Your benefits include, but are not limited to; A competitive salary with discretionary bonuses 20% Shift allowance Company pension scheme Internal first promotion scheme Private health benefits Social events and gatherings
