Role Summary:
Founded 8 years ago with the aim of providing bespoke IT Support for businesses small and large, this company now has a client base of over 100 happy customers. They are looking for someone with Service Delivery Manager / IT Helpdesk / Team Leader experience to guide their small team of engineers to deliver great customer service to the best of their abilities and oversee the day to day operations of the helpdesk.
Why work for this company?
They are a friendly, open, relatively small company, that work hard and diligently from an open plan office in the semi-rural outskirts of Thatcham nr. Newbury. They also like to have fun and regularly socialise. Their relaxed and hardworking atmosphere has a family feel to it and they keep their energy levels high with fresh fruit deliveries to the office, free lunch on Fridays, comprehensive healthcare, and holiday accrual schemes.
Core Responsibilities:
- Oversee and manage helpdesk operations; case allocation, engineer case-load, adherence to internal processes, and taking ownership for major incidents.
- First escalation point for customers with concerns or feedback on our services.
- Working with customers and management to identify, improve and implement working processes and procedures.
- Promote and reinforce existing company culture or cooperation, collaboration, knowledge-sharing.
What you need to have?
They are looking for you to demonstrate in your application;
- An understanding and passion for delivering excellent IT support and customer service.
- Good people skills such as to:
o Encourage and rally the team in busy spells, and lead them in delivering their best performance.
o Maintain genuine and healthy relationships with customers’ senior staff; even when things do not go to plan.
- A decent technical knowledge of common business software and hardware systems.
- A good understanding of legacy and emerging IT technologies so you understand the change requirements of their customer’s businesses.
- Organisational and prioritisation skills to help eNgineers manage their caseloads and the service desk functions efficiently to best of its ability.
- Some experience of managing technical projects would also be advantageous.