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ICT Service Desk Team Leader
2 months ago
We are seeking a highly skilled and efficient ICT Service Desk Team Leader to ensure timely support and issue resolution for our 100+ and growing group of medical and dental centres.
As a key member of our Support Office team, you will play a critical role in delivering exceptional technical support and operating within specific SLAs. Your expertise will be instrumental in ensuring the smooth operation of ICT across the network and support office.
Key Responsibilities- Manage the timely and effective ICT support desk, creating a positive customer support experience using helpdesk, email, and phone to ensure timely resolution or escalation and logging all incidents and requests through the helpdesk system.
- Monitor and maintain systems, providing support to ensure they run effectively and efficiently.
- Responsibility for server and workstation management in conjunction with Network Lead.
- Provide Level 1, 2, and 3 support, delivering exceptional technical support and operating within specific SLAs.
- Migrate, implement, configure, and deploy Windows virtualized servers.
- Migrate Exchange services.
- Administer SQL server databases, troubleshoot, and maintain.
- Work as part of a business that is constantly evolving and contribute to our roadmap.
- Create, modify, and manage support documentation.
- Help manage the deployment, configuration, and security of desktop and mobile devices.
- Assist with the maintenance and management of IT assets, including their acquisition, transfer, and disposal.
- Work cooperatively within the team to continually improve the value of ICT services to the group through the provision of appropriate, efficient, and effective support, solutions, and infrastructure.
- Be available for after-hours work and on-call roster.
- Strong analysis and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure in a challenging environment.
- Exceptionally good attention to detail.
- Thrive working on concurrent problems, including issue triage and prioritization.
- Able to follow instruction and work within IT deadlines.
- Ability to work alone and manage rapidly changing priorities.
- High learning agility.
- Valid driver's license.
- Proactive, flexible attitude to work with a willingness to be included in rosters.
- Minimum 5 years' experience in a customer service-based role.
- Minimum 2 years' experience in a Level 3 support role.
- Excellent knowledge of networking fundamentals, TCP/IP, LAN, WAN.
- Network experience, including switching, routing configuration, and installation.
- Experience in diagnosis and repair of hardware and software issues on servers and client computers.
- Excellent knowledge of Microsoft server technologies, AD, Group Policies, DNS, Hyper-V, and Exchange administration.
- Experience with installation, maintenance, repair, and support of the ICT environment and systems by applying knowledge and technical skills in several of the following technologies: Microsoft Windows, Microsoft Server, Remote access, Helpdesk, Network and performance monitoring Tools, Unifi networking equipment, Windows server system administration, Active Directory, DHCP, and DNS, 3CX, Backup, monitoring, and troubleshooting.
