Help-Desk Co-ordinator, Team Leader, 24 – 32 k
My client is looking for an enthusiastic Help Desk Co-ordinator to manage the work flow of the IT Support Team. You will be expected to manage the call queue for both incident and problem resolution.
You will be expected to communicate with various different teams of staff and co-ordinate with staff which problems can be dealt with and in priority order.
As a Help-Desk Co-ordinator you will promote the use of your hotline as opposed to engineers being contacted directly and you will know which calls to escalate and prioritise to SME’s (Subject Matter Experts), Senior Technical Specialists. You will also ensure the technical specialists are updating their working tickets and adhering to the agreed SLA’s (Service Level Agreement).
Key requirement’s are an excellent telephone manner and customer facing skills, excellent organisational skills, able to cope under pressure and deal with excellent inter personal skills. It would also be beneficial to have a good understanding of Operating Systems Infrastructures. ITIL certified or strong knowledge of ITIL Incident, Problem and Change Management disciplines.
The role also requires the ability to gain S.C clearance.
Please forward your CV’s to bh@bsqit.com | 