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IT Helpdesk Team Leader
£28,000 - 30,000
Flotek
Lewis Avenue, Bridgend + Remote (UK)
£28,000 - 30,000
Requirements
Must:
We are looking for an enthusiastic customer-focused individual with proven leadership experience, ideally within an ICT or Telecoms Helpdesk. Solid experience in customer service is essential, along with excellent verbal and written communication skills. You should enjoy working as part of a team and be comfortable using CRMs and documentation solutions.
Responsibilities
As the IT Helpdesk Team Leader, you will be responsible for taking inbound calls from customers who require technical assistance. You will triage calls to help resolve tickets quickly. If unable to assist, you will gather relevant information and pass it to the engineering team. Additional responsibilities include:
- Supporting and upskilling existing team members through coaching, feedback, monthly one-to-ones, and training sessions.
- Issuing work to team members based on capacity, skillset, and knowledge.
- Ensuring customer faults and incidents are responded to and resolved within SLAs.
- Demonstrating ownership and accountability, striving for 'First Call Resolution.'
- Answering inbound calls and providing technical support as needed.
- Monitoring open tickets to ensure your team resolves issues within SLA via phone, email, and live chat.
- Identifying trends with Telecoms, ICT, network, workstation, laptop, and application performance issues.
- Evaluating team communication effectiveness through call quality monitoring.
- Measuring, monitoring, and reporting team KPIs to the Head of Service, highlighting successes and challenges.
- Keeping all open cases updated with relevant information and ensuring customers are regularly informed.
- Providing updates to existing process documentation to maintain current solutions.
Description
At Flotek Group, one of the fastest-growing tech companies in the UK, we provide IT, Cybersecurity, and Comms technology to small and medium businesses. Our team, known as the "Purple Army," thrives in a collaborative, fast-paced environment and values exceptional service. We offer a salary ranging from £28,000 to £30,000 per annum, dependent on experience. Our benefits include an EMI Share Equity Scheme, a day off for your birthday, a "give back" day for charity support, discounts on gym memberships and shopping through Perkbox, a variety of social events, and opportunities for professional development and career progression. Please note that we cannot offer sponsorship or relocation assistance; candidates must already reside in the UK.
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Which companies are hiring for IT Manager jobs in the UK?
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The company with most openings is Experis as they are hiring for 85 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.
The company with most openings is Experis as they are hiring for 85 different IT Manager jobs in the UK. They are probably quite committed to find good IT Managers.