Service Desk Supervisor

The Service Desk Supervisor’s role is to oversee the entire IT Service Desk and ensure that our customers are receiving the appropriate service. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Service Desk function. The Service Desk Supervisor will also contribute to problem resolution where appropriate and required. The ideal candidate would be somebody from a strong technical background looking to move to a supervisory\management role.

Responsibilities

  • The day to day management of the IT Service Desk team, triaging of tickets and ensuring Service Level Agreements are adhered to
  • The delegation of work to the most appropriate resource
  • The monitoring, tracking, and coordination of the Service Desk function
  • Ensure that all aspects of the Service Desk are running efficiently
  • Implementing process and procedures to improve customer satisfaction
  • Develop and provide stats for the weekly Service Desk report on call trends
  • Act as service focused escalation point for the Service Desk team
  • Develop and expand the current Service Desk tool to improve knowledge and efficiency
  • Provide technical assistance where appropriate
  • Occasionally undertake support calls dependant on team capacity and knowledge.

Skills Required

  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • 3 years previous IT Service Desk Supervisor or similar experience required
  • Strong understanding of ITIL service model and processes
  • ITIL Foundation or greater qualified a distinct advantage but not essential
  • Incident Management experience – Managing incidents including business expectations and communication
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Willing to adapt and learn new skills
  • Ability to motivate and direct team members to ensure customer support queries are being managed and rectified in a timely manner.

To apply please send a CV and covering letter to James Spinks, Sales Director via e-mail: j.spinks@grapevine.uk.com before Wednesday 31st July 2019.

Agencies by prior arrangement only.


2nd Line IT Support Analyst

The 2nd Line Support Analyst will provide second line technical support to our clients for incidents that have been escalated by 1st line support. These incidents maybe worked upon remotely or on-site. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests from end users via telephone and email.

Responsibilities

  • Receiving, logging and managing calls from clients via telephone and email
  • 2nd line support for tickets triaged by 1st line support– troubleshooting of IT related problems from applications to hardware, such as Laptops, PCs, and Printers
  • Installation of IT equipment, such as workstations, printers, etc onsite
  • Carry out on-site maintenance on faulty equipment or software
  • Upgrading existing hardware, software and networks
  • Troubleshoot basic network issues such as ADSL broadband issues
  • Log all calls in the Service Desk Ticketing System
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • To arrange for external application technical support where problems cannot be resolved

Skills Required

  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • 3 years previous IT Service Desk and/or Call Centre experience required
  • Incident Management experience – Managing incidents including business expectations and Communication
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems
  • Strong knowledge of Microsoft Office 365 and other cloud technologies would be of benefit
  • Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Willing to adapt and learn new skills
  • Ability to work on own initiative
  • Must have a full UK driving license

Salary: D.O.E
Closing Date: Wednesday 31st July 2019

To apply please send a CV and covering letter to James Spinks, Sales Director via e-mail: j.spinks@grapevine.uk.com

Agencies by prior arrangement only.


1st Line IT Support Analyst

The 1st Line Support Analyst will provide technical support to external clients on all aspects of their IT infrastructure. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of incident logged. These may range from straightforward to more complicated technical issues. This role requires the ability to log and track all incidents, problems and requests with the ability to work independently.

Responsibilities

  • Receiving, logging and managing calls from clients via telephone and email
  • Log all calls in the Service Desk Ticketing System
  • Where possible undertake 1st time fixes for incidents logged
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries
  • Allocate more complex service issues to 2nd line support
  • Troubleshoot basic network issues such as ADSL broadband issues
  • To arrange for external application technical support where problems cannot be resolved.

Skills Required

  • Relevant 1st line support desk experience
  • Previous experience using helpdesk applications
  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • 3 years previous IT Service Desk and/or IT Field Service experience required
  • Incident Management experience – Managing incidents including business expectations and Communication
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows Operating Systems
  • Knowledge of Microsoft Office 365 administration
  • Active Directory administration
  • Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Willing to adapt and learn new skills
  • Ability to work on own initiative.

Salary: D.O.E
Closing Date: Wednesday 31st July 2019

To apply please send a CV and covering letter to James Spinks, Sales Director via e-mail: j.spinks@grapevine.uk.com

Agencies by prior arrangement only.