Enhance support operations by automating routine tasks like case assignment, escalations, and approval workflows for greater efficiency Develop and manage reports and dashboards to track service desk performance, ensure SLA compliance, and assess client satisfaction Oversee customer interactions across email, phone, chat, and other channels using a unified platform to ensure a seamless and consistent client experience Protect client data More ❯
team delivering first-line and second-line IT support across the organisation. You'll act as both a team leader and a hands-on technical specialist - managing workloads, driving SLA performance, and ensuring excellent customer service. You'll take ownership of the IT support rota, handle escalations, mentor junior team members, and support the delivery of infrastructure initiatives across the … KEY SKILLS - IT Support, Service Desk, Team Leader, Windows 10/11, Microsoft 365, Intune, Active Directory, Azure AD, Okta, Networking, TCP/IP, DNS, DHCP, VPN, Firewall, ITIL, SLA Management, Helpdesk, Infrastructure, CompTIA. More ❯
chatham, south east england, united kingdom Hybrid / WFH Options
Medway Council
across the council. What You'll Be Doing Lead ICT Admin Operations: Be the go-to expert for all administrative and financial processes, including income generation, expenditure tracking, and SLA management. Procurement Leadership: Manage procurement of all ICT hardware, software, and supplies—liaising with suppliers, raising orders, and verifying invoices up to £100,000. Mentor & Train: Support and guide the … levels or NVQ Level 3 (English and Maths); financial specialist qualifications are a plus. Experience: Strong background in ICT admin, service desk systems, and financial processes (including Integra and SLA management). Skills: Excellent communication, organisation, and customer service skills. A self-starter with initiative and a drive for continuous improvement. Knowledge: Solid understanding of ICT terminology, financial management, ITIL More ❯
