Service Desk Tech Team Lead  

Summary of Role:

The role is to oversee activities and supervise the work of ICT employees engaged in all aspects of Service Desk. Ensures that the team complies with all standards and procedures. This individual will assist in planning, coordinating, directing, and designing the ICT related activities of the unit/department, as well as provide administrative oversight and support for daily operational activities. He/she will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. He/she will also provide advanced ICT Service Desk support to all Company and 2nd line escalation for all incidents being raised. This includes general ICT support tasks, advanced troubleshooting, systems administration, testing and installation of software and server and network support.

Responsibilities:

• Prioritize and diagnose incidents according to agreed procedures.
• Supervise L1 and L2 Service Desk Support including fostering innovation, planning projects, organizing activities and allocating resources
• Investigate causes of incidents and seeks resolution.
• Use company standard management tools to collect and report on desktop performance statistics.
  • Contributes to the implementation of maintenance and installation work.
• Work with Manager and assists in coordinating staffing activities including:
  • Recruitment
  • Supervision
  • Scheduling
  • Coaching
  • Development
  • Evaluation
  • Disciplinary actions
• Provide budgetary input to Manager as required.
• Comply with and enforce all company and department polices and procedures.
• Establish and maintain regular written and in-person communications with the ICT management and end-users regarding pertinent ICT activities.
• As necessary, assist staff with day-to-day tasks and hands-on activities while meeting or exceeding SLAs.
• Escalate unresolved incidents.
• Facilitate recovery, following resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
  • Assists the Service Desk on a day to day basis including taking calls.
• Log, analyze, and rectify issues reported to the Service Desk.
• Create / amend / delete user AD and application accounts according to Corporate policy.
• Escalate or re-assign issues to the relevant team as required.
• Log, schedule, and work requests logged with the Service Desk.
• Carry out daily tasks such as:
  • Testing server connectivity
  • Data backup success
  • Email functionality
  • Fix or escalate failures
• Prioritize workload including assisting Service Desk Analysts with prioritization.
• Liaise with local and regional Field Support, Technical Services and ICT Management to ensure issues are rectified quickly, correctly, and efficiently.
• Suggest improvements to the ICT service, provision, and processes.
• Adhere to Global, Regional, and Local Policies and Procedures (Security, Legislative and Client).
• Ensure relevant ICT Management are made aware of high priority issues or failures.
• Provide training to new Service Desk recruits.
• Uphold the company Code of Conduct.

• Education:
  • College or technical school experience
• Experience:
  • 3 years experience in a Call center or similar work environment
• Knowledge:
  • Windows 2008/2012 Server (advanced experience of Microsoft Active Directory inc User Account Administration, Sites and Services and GPO application)
  • Windows 7/8 Professional
  • TCP/IP Networks including DHCP and DNS.
  • Virtual Private Network set up and fault finding
  • Citrix or VMWare Application and Desktop Virtualization
  • Lotus Notes/Domino Support (Version 8 onwards. Any experience of Domino Administration would be beneficial)
  • MS Office 2013 (any experience of Office 2007/2010 useful)
  • Sophos Anti-Virus/Safeguard Encryption or other Security & Data Encryption Package
  • Previous experience of supporting bespoke applications
  • VoIP Telephony
  • Smartphone support (Apple iPhone preferably)
  • Mobile Device Management Installation and Support
  • PC hardware break-fix identification
  • Printer operation and network printing installation and support
• Skills:
  • Excellent communication and interpersonal skills with people at all levels
  • Demonstrable problem solving and analytical skills
  • Excellent organizational skills
  • Strong analytical and planning skills
  • Good communication and presentation skills
  • Excellent problem-solving skills
• Traits:
  • A strong attention to detail
  • Good team-working ability, particularly within a small team and across borders
  • Ability to take on and complete ICT projects
  • Ability to implement standards and procedures for security and performance management
  • Ability to communicate clearly and direct over the phone
  • Ability to self-motivate and hold team accountable