The position of IT Help Desk Team Lead is to provide day to day management of IT support services.

Responsibilities

  • Answering and logging escalated calls.
  • To log, manage IT related incidents and service requests throughout their lifecycle within the agreed SLA’s, and to provide customers with regular updates and agree call resolution before closure.
  • Supporting helpdesk analysts with answering and resolving calls.
  • Dealing with more complex 3rd line calls via telephone/remote support.
  • Follow strict SLA’s on help desk
  • High level of communications both internally and externally.
  • Follow department processes, procedures and policies.
  • To take responsibility for achieving good, consistent first time fix rates thereby minimizing calls passed to 3rd line support team.
  • To fully manage assigned calls and ensure all concerned are fully aware of call status.
  • Putting recommendations to clients where possible.
  • Maintaining detailed log of issues on Help Desk application.
  • Ensuring client documentation is kept up to date and records are checked regularly.
  • Building rapport with clients and suppliers.
  • Early identify faults and ensures management of any possible risks.
  • To improve levels of support offered by the Help Desk.
  • Checks client monitoring services.
  • Maintenance of client systems.
  • Hardware builds
  • To carry out any other duties those are within the employee’s skills and abilities whenever reasonably instructed

Overview of Support

  • High End Desktop Support for W7P/W8/W10 OS.
  • Microsoft Win Server 2008/2012 AD, Group Policies, User Profiles, Network Printers & General Network.
  • Microsoft Exchange Server 2010/2013 related issues with Outlook clients
  • Microsoft Terminal Services user access
  • Symantec Endpoint, McAfee Corporate & Hosted Anti-Virus Protection.
  • Mobile messaging for iPhone & Active Sync Messaging Systems.
  • Corporate Broadband Fault Diagnosis & Troubleshooting.
  • Wireless Fault Diagnosis & Troubleshooting.
  • Hardware Diagnosis & Troubleshooting.