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Helpdesk Team Leader
Kidlington - South East
Our client is a large Public Sector organisation who is looking for a candidate with the following skills -
The role requires the ability to accurately assess problems from any of the 7000+ staff , with any of the systems within their area of expertise, identifying the relevant information and support options and, where possible implementing a fix. Each Advisor takes in the region of 50 calls a day.
•Liaison with external suppliers and agencies, to identify and rectify problems
•Acts as a “product champion” for a major system or multiple smaller systems, identifying and escalating issues with these systems
•Collate information from multiple data sources to enable an accurate assessment of an Incident fix or workaround
•Will have received role based training in order to support an extensive range of services within their specialist area.
•Will be expected to resolve 60%+ of all queries received and correctly escalate all remaining issues
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