IT Helpdesk Engineer

Overview

Main Function of Job

You will have responsibility for managing a team of Desktop Support Technicians (DST’S) who provide support to more than 1800 users across the UK. Through effective man management of the Technicians, you will ensure that excellent levels of technical support and customer service are delivered within the company’s agreed SLA's and KPI's.

The role requires a working technical knowledge with strong leadership, organisational and analytical skills. You must have the ability to lead by example, deliver excellent customer service and build rapport with key internal and external contacts. This hands-on technical role requires the Manager act as a point of escalation for the team.

Main Duties

· To lead and motivate the Desktop Support Team (DST) ensuring the required work is completed within the set business expectations.

· To manage all DST’s ensuring all business SLA’s and KPI’s are achieved at all times.

· To develop a knowledge based shared framework to avoid single points of failure.

· To develop the DST’s to ensure there is an equal balance of customer focus and technical ability.

· To effectively manage, appraise and develop all DST’S.

· To motivate and performance manage all DST’S in line with the business expectations.

· To ensure the smooth operational running of the Help Desk at all times.

· To observe, feedback and analyse support calls to develop the DST and prevent future problems.

· To continually review DST procedures and develop in line with company growth.

· To actively manage all customer issues and manage the whole escalation process effectively.

· To act as the first liaison point for any customer complaints.

· Continually support account management on all existing customers to ensure a high level of retention is achieved.

· To identify opportunities for service improvement and make recommendations.

Knowledge Required:

Working knowledge of Windows operating systems and networks as well as Microsoft tools such as Office.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Shift:

• Morning shift

Work Days:

• Monday to Friday

Application Question(s):

• Are you from Surat?
• What is your current salary?
• Do you speak fluent English?
• Do you have experience in team handling?
• Your notice period?
• Do you have experience in speaking with international client?
• How many years of experience do you have as an IT Desktop Engineer?

Work Location: In person

Application Deadline: 25/08/2024