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  » Posted on: 15-12-2017

Position or Job Title Help Desk Supervisor/ Help Desk Team Leader
Company CV-Library Ltd
Recruiter Reference itjobspost/207067717
Position Location (City) Exeter
County/Area Berkshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
Help Desk Supervisor/ Help Desk Team Leader.

Title: Help Desk Supervisor/ Help Desk Team Leader.

Location: Devon

Salary: upto c£30,000 pa plus benefits.

Duration: Permanent.

Start: ASAP Client will wait for the right person.

Our long standing client is looking to hire a permanent Help Desk Supervisor, based in near Exeter in Devon this role will very much suit a person who wishes to progress in their career and step up from 2nd line support.

Description. The Help Desk Supervisor's role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritisation, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.


* Carry out Supervision of helpdesk. * Provide end user support. * Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. * Design and enforce request handling and escalation policies and procedures. * Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. * Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. * Monitor and test fixes to ensure problems have been adequately resolved. * Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. * Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. * Track and analyze trends in Help Desk requests and generate statistical reports. * Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. * Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. * Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. * Oversee the development, implementation, and administration of help desk staff training procedures and policies. * Train, coach, and mentor Help Desk Technicians and other junior staff.

Skills. This role will suit someone who has lead a helpdesk before or someone stepping up into that role, As such you will have experience in Team Leading or if not then the attributes to do so successfully.

You will have a proven background in providing Helpdesk support in a larger scale Windows environment (c 300+ users). As such technical you will have good proven experience in:

* Knowledge of basic computer hardware, including PC's, Laptops, Printers, Scanners, digital photocopiers.

* Experience with desktop & server operating systems, including Windows 7/10 & server 2008/2012, & Office 2010/2013.

* Working knowledge of Citrix Xenapp & virtualization technologies.

* Strong Knowledge of networking & TCPIP protocol.

* Application support experience (Or Happy to learn) using remote control & help desk support software.

* Working knowledge of a range of diagnostic utilities.

* Exceptional interpersonal skills.

* Proven analytical & problem-solving abilities.

* Ability to effectively prioritize & execute tasks in a high-pressure environment.

* Working in a team-oriented, collaborative environment.

For more information please contact Emily Dunn on (Apply online only) or email Emily on

Services advertised by itecopeople are those of an Agency

Required Skills
See listing
Nice To Have Skills
See listing
Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
£27500 - £30000/a
Start Date Required Experience
See listing
Required Education