IT Helpdesk Manager
- Recruiter
- Confidential
- Location
- Kidderminster
- Salary
- Competitive
- Posted
- 03 Nov 2021
- Closes
- 01 Dec 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
We are seeking an IT Help Desk Manager with experience working in a Windows domain environment to:
* Manage the internal help desk system, FreshService.
* Lead a small team of help desk technicians.
* Provide 1st and 2nd line support for end users requesting technical assistance via help desk software.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions.
* Work with our IT support partners to resolve technical issues.
* Maintain servers, applications, phones and network devices over a wide area network.
* Monitor and report on KPI's.
* Review ongoing issues with a proactive approach to reducing / resolving them.
Job Brief
The ideal candidate will have the technical knowledge required and the desire to offer an excellent customer service.
We are looking for an experienced and motivated IT Help Desk Manager to provide efficient and effective technical assistance on a variety of systems as part of a small IT support team at our head office in Hartlebury, Worcestershire. They will answer queries from users on basic technical issues and offer advice to solve them through our help desk system. You will also work with our IT support partners to resolve technical issues in applications such as Microsoft Office, Sage 1000, Docuware and QlikView.
The right candidate must have experience of working in a WAN and domain environment and have advanced networking skills, communicating effectively to understand issues and explain solutions. They must be user orientated and patient to deal with colleagues who have little IT knowledge.
We provide a dedicated, friendly, and effective support desk service to our 230 users across the Group, while focussing on security and continuity. Responsibilities
* Ensure all help desk tickets are assigned and resolved efficiently and effectively while providing daily reports. ?? Serve as first point of contact for users seeking technical assistance via the Freshservice help desk system.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions, with the assistance of our IT partners.
* Accurately and actively maintain asset and licence registers, Active Directory and Exchange.
* Install and maintain networking hardware, PCs, WAPs (Ruckus), printers, barcode scanners and phones.
* Install and maintain client software such as anti-virus, Sage and MS Office; utilising WSUS for updates.
* A minimum of three years' MS Windows experience in an IT Help Desk Manager role or similar.
* Advanced networking skills.
* Experience administering Windows Server 2012/16/19 in vCenter, including Exchange.
* SQL Server and T-SQL experience preferred.
* Ability to diagnose and resolve basic technical issues.
* Manage and prioritise tasks effectively.
* Excellent communication skills, Customer-oriented with a friendly personality.
* Access to a car is essential as travel between sites will occasionally be required.
Requirements
* A minimum of three years' MS Windows experience in an IT Help Desk Manager role or similar.
* Advanced networking skills.
* Experience administering Windows Server 2012/16/19 in vCenter, including Exchange.
* SQL Server and T-SQL experience preferred.
* Ability to diagnose and resolve basic technical issues.
* Manage and prioritise tasks effectively.
* Excellent communication skills, Customer-oriented with a friendly personality.
* Access to a car is essential as travel between sites will occasionally be required
* Must be willing to work in a shift-based team with hours of 07:00-22:00 Monday to Saturday
* Manage the internal help desk system, FreshService.
* Lead a small team of help desk technicians.
* Provide 1st and 2nd line support for end users requesting technical assistance via help desk software.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions.
* Work with our IT support partners to resolve technical issues.
* Maintain servers, applications, phones and network devices over a wide area network.
* Monitor and report on KPI's.
* Review ongoing issues with a proactive approach to reducing / resolving them.
Job Brief
The ideal candidate will have the technical knowledge required and the desire to offer an excellent customer service.
We are looking for an experienced and motivated IT Help Desk Manager to provide efficient and effective technical assistance on a variety of systems as part of a small IT support team at our head office in Hartlebury, Worcestershire. They will answer queries from users on basic technical issues and offer advice to solve them through our help desk system. You will also work with our IT support partners to resolve technical issues in applications such as Microsoft Office, Sage 1000, Docuware and QlikView.
The right candidate must have experience of working in a WAN and domain environment and have advanced networking skills, communicating effectively to understand issues and explain solutions. They must be user orientated and patient to deal with colleagues who have little IT knowledge.
We provide a dedicated, friendly, and effective support desk service to our 230 users across the Group, while focussing on security and continuity. Responsibilities
* Ensure all help desk tickets are assigned and resolved efficiently and effectively while providing daily reports. ?? Serve as first point of contact for users seeking technical assistance via the Freshservice help desk system.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions, with the assistance of our IT partners.
* Accurately and actively maintain asset and licence registers, Active Directory and Exchange.
* Install and maintain networking hardware, PCs, WAPs (Ruckus), printers, barcode scanners and phones.
* Install and maintain client software such as anti-virus, Sage and MS Office; utilising WSUS for updates.
* A minimum of three years' MS Windows experience in an IT Help Desk Manager role or similar.
* Advanced networking skills.
* Experience administering Windows Server 2012/16/19 in vCenter, including Exchange.
* SQL Server and T-SQL experience preferred.
* Ability to diagnose and resolve basic technical issues.
* Manage and prioritise tasks effectively.
* Excellent communication skills, Customer-oriented with a friendly personality.
* Access to a car is essential as travel between sites will occasionally be required.
Requirements
* A minimum of three years' MS Windows experience in an IT Help Desk Manager role or similar.
* Advanced networking skills.
* Experience administering Windows Server 2012/16/19 in vCenter, including Exchange.
* SQL Server and T-SQL experience preferred.
* Ability to diagnose and resolve basic technical issues.
* Manage and prioritise tasks effectively.
* Excellent communication skills, Customer-oriented with a friendly personality.
* Access to a car is essential as travel between sites will occasionally be required
* Must be willing to work in a shift-based team with hours of 07:00-22:00 Monday to Saturday