Service Desk Team Leader

Armstrong Knight are delighted to have partnered with one of the UK's largest property development companies, headquarted in Ilford.

The dynamic, fast-paced environment that IT support workers work in offers services by phone, email, phone, and in-person (for walk-in consumers). The primary goal of the IT Support Engineer work is to enhance the user experience, and as a result, the duties and projects involved might be varied, offering some fantastic possibilities to learn and grow.

The Role's Key Responsibilities Are

• Make sure the Service Desk provides great customer service.
• Ensure that all support requests that aren't submitted through the ticketing system are correctly logged.
• Diagnose hardware issues, then locate, install, and test the proper replacement equipment.
• Analyse and fix printing-related issues
• Preparing for future upgrades and offering IT solutions to company issues
• Continue to provide first-rate customer service, making sure that every client is attended to quickly and politely.
• Use the IT service desk system to accurately record, update, and document requests.
• Use the support request ticketing system to track and address inbound IT help requests from users.
• Review the First Line Service Desk call queues on a weekly basis.
• Configuring user accounts, permissions, and passwords.
• Daily operation of the First Line Service Desk department
• Consistently create and update documentation for all IT procedures and systems.
• Manage call assignments operationally both within the Service Desk team and to other IT Shared Service areas as necessary.
• Make sure the team is using the call logging system properly and efficiently, and that it is appropriate for its intended usage.
• Actively provide reactive and routine visits to remote sites.
• Arrange for, carry out, and test firmware, user software, and system software upgrades.
• Help with the planning, setting up, and upkeep of the communications, file-sharing, and overall IT resources.
• Take the initiative to establish effective customer service procedures.
• Assume responsibility for problems by carrying out problem analysis and putting in place temporary or long-term fixes with the goal of returning to normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers, following up as needed, and providing business and/or affected users with incident progress updates until final resolution.
• Set up, manage, and resolve issues with smartphones, tablets, and other mobile devices.

Operational Accountabilities

• Participate in training as scheduled for development as needed and to stay current on systems and procedures inside the company.
• Control one's own and the team's workloads
• In charge of following up on recommendations and action items until they are resolved
• Assist new coworkers with system and procedure questions
• Perform any other duties that may occasionally be required but do not change the nature or level of responsibility of the role but are not listed here.
• Demonstrate a flexible working style and offer appropriate cover when required.

Knowledge

• ScreenConnect experience with remote assistance software
• Knowledge of commonly used help desk ticketing systems
• Knowledge about the aforementioned systems and services from actual installations
• Knowledge of LAN and WAN network troubleshooting techniques
• Windows 10
• Office 365/Hosted Exchange experience
• Comprehensive understanding of IP networks and how to configure network hardware
• O Tablets and smartphones running Android and iOS
• Management of email SPAM screening programmes (such as Mimecast)