Helpdesk Leader / Supervisor

We’re currently recruiting a Helpdesk Leader/Supervisor for full time contract basis.

As a Team Leader, or Supervisor, leads and manages a small Helpdesk team and report to Line manager. Carry out a variety of technical and co-ordination tasks to meet, or exceed, customer requirements as the team leader and engineer at Helpdesk.

Job descriptions;

• Communicating goals and deadlines to team members.
• Planning workloads and delegating tasks, assisting with recruitment and training of employees, and overseeing the team's daily operations.
• Performing customer service functions, including interacting with customers and answering questions.
• Serving as the 1st and 2nd level contact at Helpdesk and assist end-users as their escalation point of contact.
• Diagnosing and troubleshooting software and hardware issues remotely on computers, mobiles, and other IT infrastructure components.
• Arranging the repairs and replacement of damaged computers, mobiles, and other IT infrastructure components.
• Ensuring the security of client and server computers by installing and upgrading EPP/EDR/MDM/MAM/Other software.
• Active Directory administration / Azure AD administration based on the procedure/instruction.
• Public cloud based server administration based on the procedure/instruction.
• Queuing management with IT support ticket system.
• Supporting people whenever they encounter challenges with computers and network devices.
• Maintaining and updating technical documentation regularly.
• Proof of concept testing new hardware and software before full-scale installation.
• Temporary or long-term customer support at their office, if required.
• Project and service delivery schedule management.
• Careful consideration to ensure profitable systems and implementation.
• Maintain secure operations and keep the environment tidy.
• Periodical status report to line manager.
• Cover early shifts as a part of team rota.
• Travel over the world for business purposes as and when required.
• Handle ad-hoc requests from line managers.

Requirements:

• Team leader/Sub-leader in IT industry
• Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus softwares.
• In-depth knowledge and practical experience of PC hardware and OS(Windows and Mac), of Mobiles (IOS and Android, MDM/MAM) and of internet, network protocols and devices.
• Proven IT project/support team management experience in Helpdesk or IT support or IT technician roles.
• Working knowledge of employer’s operations.
• Leadership skills, outstanding communication skills, interpersonal skills and ability to resolve conflicts.
• Excellent customer service skills; attention to details.
• English proficiency business level.

• Associate degree or advanced apprenticeship in Computer Science or relevant disciplines
• MS fundamental or more than certification holder or corresponding skills holder
• Basic knowledge of Microsoft 365 administration; practical experience with Active Directory
• Practical experience with Microsoft 365 administration

Conditions:

• Salary: £35,000 per annum
• Full-time contract until end of March 2025 (TBC)
• Other benefits are available
• Location: London

For more details, please contact us now!

*** Access Appointments Consultancy Ltd is a recruitment agency based in London. Please note that we’re

individual CVs. We can only consider candidates who are eligible to work in Europe and are able to provide relevant supporting documentation such as passport/visas when required. Thank you for your time and cooperation***