Helpdesk Lead 1st & 2nd Line
- Hiring Organisation
- Nextech
- Location
- Wellingborough, Northamptonshire, England, United Kingdom
- Employment Type
- Full-Time
- Salary
- £30,000 - £45,000 per annum
Helpdesk processes, workflows and best practices Create a 12-24 month Service Desk roadmap Establish ticket triage models and escalation paths Define and manage SLA structures and performance reporting Build and maintain documentation standards and knowledge base resources Contribute to continuous service improvement initiatives Help shape tooling decisions (ticketing systems … Windows 10/11 Microsoft 365 Active Directory Basic networking (DNS, DHCP, TCP/IP) Experience working with structured ticketing systems Exposure to SLA management and process improvement Organised, structured and commercially aware mindset Confident communicator with client-facing experience Full UK driving licence (or ability to travel to client ...