Helpdesk Lead: Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests. Ensure service delivery aligns with defined processes, SLAs, and KPIs. Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems. Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues … on-the-job training and maintain personal technical development. Technical Experience: Supporting and maintaining Windows domain environments Backup system monitoring and administration Multi-person IT support environments System alerts, remote diagnosis, and structured escalation practices Experience with the following technologies is highly desirable: Cloud services (e.g., Office 365, control panels) Remote support tools such as ScreenConnect RemoteDesktop/Hosted Desktop environments Active Directory & Entra Backup systems Broadband and VoIP Windows Server and Windows desktop operating systems Mac support Mobile device support Ticketing platforms such as ConnectWise Manage Qualifications: GCSE Maths (Grade C or above, or equivalent) GCSE English Language (Grade C or above, or equivalent) GCSE Science or Computer-related subject (Grade More ❯
Helpdesk Lead: Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests. Ensure service delivery aligns with defined processes, SLAs, and KPIs. Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems. Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues … on-the-job training and maintain personal technical development. Technical Experience: Supporting and maintaining Windows domain environments Backup system monitoring and administration Multi-person IT support environments System alerts, remote diagnosis, and structured escalation practices Experience with the following technologies is highly desirable: Cloud services (e.g., Office 365, control panels) Remote support tools such as ScreenConnect RemoteDesktop/Hosted Desktop environments Active Directory & Entra Backup systems Broadband and VoIP Windows Server and Windows desktop operating systems Mac support Mobile device support Ticketing platforms such as ConnectWise Manage Qualifications: GCSE Maths (Grade C or above, or equivalent) GCSE English Language (Grade C or above, or equivalent) GCSE Science or Computer-related subject (Grade More ❯
Helpdesk Lead: Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests. Ensure service delivery aligns with defined processes, SLAs, and KPIs. Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems. Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues … on-the-job training and maintain personal technical development. Technical Experience: Supporting and maintaining Windows domain environments Backup system monitoring and administration Multi-person IT support environments System alerts, remote diagnosis, and structured escalation practices Experience with the following technologies is highly desirable: Cloud services (e.g., Office 365, control panels) Remote support tools such as ScreenConnect RemoteDesktop/Hosted Desktop environments Active Directory & Entra Backup systems Broadband and VoIP Windows Server and Windows desktop operating systems Mac support Mobile device support Ticketing platforms such as ConnectWise Manage Qualifications: GCSE Maths (Grade C or above, or equivalent) GCSE English Language (Grade C or above, or equivalent) GCSE Science or Computer-related subject (Grade More ❯
