IT Support Team Leader - 32K plus benefits - Merseyside

1st/2nd Line Support
Ref: 1434 Date Posted: Tuesday 20 Jul 2021
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An exciting opportunity has arisen for a IT Support Team Leader to join my client, a leading consultancy.

The role is fully onsite in the office, 5 days a week. They are looking for someone to provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of an established team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPIs and SLAs. The IT Support Analyst is responsible for level 1 and 2 support across a Windows 7/10, Windows Server, Exchange and Active Directory technical environment along with support for scanners and printers and mobile phones.  

Examples of responsibilities will include, but not be restricted to:

  • Responsibility of escalation from Service Desk
  • Identifying specific nature of user difficulties and provide specific and effective response to solutions
  • Work with users to understand a problem, determine the probable cause and logically take them through a step-by-step problem determination procedure either in person or over the telephone
  • Provide desktop support services to defined service levels
  • Interact with other Customer support teams to resolve issues
  • Assist customer end users with day to day desktop needs
  • Monitor, manage and resolve logged issues to a satisfactory resolution
  • Installation and management of peripheral equipment such as printers and scanners
  • Creation of Knowledge Articles and process improvements
  • Ensure regular and timely response based on customer’s SLAs to email and telephone assistance requests, keeping users informed of problem resolution timeline and action plans
  • Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
  • Build partnerships with users by regularly demonstrating expertise and professionalism
  • Independently assess and effectively respond to users' requests
  • Follow through on commitments made to users
  • Develop and document procedures/technical resolution as part of building a training library

      Essential experience:

  • 2+ years appropriate IT background and experience
  • 1+ years experience in a Team Leader position
  • Scissor lift training an advantage, but training will be given
  • Appropriate customer facing/user support experience – level 1 and 2
  • Demonstrable experience in supporting Windows Server technologies, Exchange, Active Directory, Windows 7/10
  • Office 2010-2016 and Office 365
  • Hardware, Scanner and Printer support
  • Mobile phone support
  • Understanding of IT workflows/ITIL practices 
  • Knowledge and understanding of working to defined SLAs


Please apply via the Computappoint website if this sounds like the role for you. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy