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Helpdesk Manager IT Industry (infrastructure cloud telec – Munster

Helpdesk Manager – IT Industry (infrastructure, cloud, telecoms) – Munster

Reporting to the Technical Manager, the successful candidate will assist in the smooth running of a nation-wide helpdesk. The ideal candidate will have experience communicating with SME’s and an understanding of the issues that can arise within there internal IT infrastructure.

Salary: DOE

Duties and Responsibilities:

  • Day to day team leadership of the helpdesk team
  • Ticket queue management ensure tickets are assigned and tracked to closure in an efficient
  • and effective manner.
  • Quality assurance checking on selection of tickets
  • Regular meetings with the team to mentor and monitor performance include key KPI’s
  • Ensure SLA’s are met, and results reported
  • Be a technical escalation point for the technical team
  • Schedule the team to provide break fix support to nationwide customer
  • Forecast and schedule engineers for planned installation and proactive work
  • Recruit, train and support Helpdesk staff
  • Contribute to improving customer support and handling client technical complaints
  • Follow up with customers to identify areas of improvement
  • Ensure customers are kept up to date on any delays and ticket escalations
  • Review and Establish best practices through the entire helpdesk support process
  • Develop daily, weekly and monthly reports on team’s productivity
  • Mentor staff to develop their customer service skills
  • Establish, develop and maintain a culture of a customer centric organization. Ensuring ‘A Fantastic Customer Experience’
  • Develop an NPS system through online customers surveys and telephone surveys with the customers

Requirements and Experience:

  • 3-5 years’ experience in a team lead position with understanding of ICT environment
  • Experience in supporting a team of Helpdesk/Engineering professionals in a dynamic IT Services Company.
  • Diploma/Degree in IT or related Discipline
  • Demonstrated Microsoft skills, Excel and Work report creation, demonstrate good understanding on server and Networking topology and equipment
  • Microsoft Certification is desirable.
  • Knowledge of Microsoft Office Suite

For additional information and a confidential discussion on this and similar opportunities contact Brian on 056 7786631/086 820 2188 or via e-mail through the link provided.

Please e-mail your CV with the Vacancy Reference Number: BW – 18897 in the title of the mail.
All application dealt within the strictest confidence and your CV will not be released without your prior approval.

Twitter: #ORjobs
www.optimizerecruitment.ie

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