Helpdesk Team Leader

Job Title:Helpdesk Team Leader
Status: Permanent
Hours: (35 hrs p.w., 8:00-16:00 / 09:00-17:00)
Salary: maximum £35,000 + Commuting Expense up to Zone 6
Location: London *5 days office based

An international IT/Telcom company is looking for a Helpdesk Team Leader.

Responsibilities:

• A Team Leader, or Supervisor, leads and manages a small Helpdesk team
• 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 repairment 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 Directoty 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 is preferred.
• Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus softwares.
• Proven IT project/support team management experience in Helpdesk or IT support or IT technician roles.
• Associate degree or advanced apprenticeship in Computer Science or relevant disciplines is preferred.
• MS fundamental or more than certification holder or corresponding skills holder are preferred.
• In-depth knowledge and practical experience of PC hardware and OS(Windows and Mac).
• In-depth knowledge and practical experience of Mobiles (IOS and Android, MDM/MAM).
• In-depth knowledge of internet, network protocols and devices.
• Basic knowledge of Microsoft 365 administration; practical experience with Active Directory is preferred.
• Practical experience with Microsoft 365 administration is preferred
• 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.

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We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

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