My client based near Witney Oxfordshire, is currently looking for an experienced First line/Second Line IT Technician with experience in or capability of team leadership or supervision in a Service Desk environment paying up to £22k.

This is a fantastic opportunity for an individual looking to further their career into a service desk management position.

The Service Desk currently operates a shift system providing cover from 8am to 6pm Monday to Friday - this may be subject to change due to customer requirements/contracts.

In this role you will be expected to provide the following:

• Provide support for all aspects of IT infrastructure, including Networking, Server, Desktop & Laptop hardware (Tier 1 Products) and Software across a mixture of public and private sector customers in accordance with agreed Service Levels. 
• To provide leadership and supervision of the team of service desk operatives
• To ensure compliance with the Quality Management System at all times.
• To develop and train the team to attain high standards of customer satisfaction
• To manage shift rotas and patterns to ensure the appropriate levels of service are provided
• To liaise with customers and manage escalation issues
• To provide call logging and management services to the company’s customers.
• To monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed SLA’s
• To provide a professional first line technical advisory and diagnostic support service to the company’s customers within a Service Desk environment during the service window.
• To ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved in accordance with the customers Service Level Agreement.
• To ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved in accordance with the customers Service Level Agreement.
• To provide an effective communications interface between the company’s customers and the various internal resolving groups within the business.
• To provide an effective communications interface between the company’s customers and the various internal resolving groups within the business.
• To report and manage any incident that requires the services of a third party organisation.
• To report and manage any calls that require attendance of a Field Engineer including organising parts and keeping customer updated of progress
• To action any asset change in compliance with the Change Control Procedure
• To assist the Company’s Management by carrying out reasonable requests for additional duties and make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.
• Achieve and maintain an excellent working relationship with the other service teams, specifically the System Support team.

Key Skills

• Good working knowledge of Microsoft Desktop Operating Systems and applications, in particular Microsoft Office is essential.
• Good understanding of TCP/IP, DNS, DHCP and VPN’s.
• Excellent verbal and written communication skills.
• Pro-active approach to work.
• Experience of team leadership
• Good people management skills