Title:

Help Desk / Customer Support Team Leader

Location:

Hampshire

Salary:

GBP 30,000 to GBP 35,000 per year

Description:

Our client is regarded as being amongst the best in the world in its respected field and are currently seeking a HelpDesk/ Customer support Team Leader to be accountable for the Customer Support team, and the associated timely resolutionof incidents and companion product related incidents within the Support Super Centre. The role will suit an experiencedapplication support professional with strong leadership potential who is looking to move into a management position.Key Responsibilities and Accountability Role Requirements: Effective leadership through coaching, development and performance management. Recruitment & staff development Recruit, train and mentor a high quality standard of support consultant. Ensure all team members have regular appraisals and have a clear understanding of their career progression withinSystems Union. Be accountable for and aware of all open incidents within the Order Fulfilment customer support queue. Plan, prioritise and monitor the teams workload to ensure service levels are met. Measure all performance againstachievement of service levels in order to find and assess areas for improvement. Prioritise incoming calls as appropriateto achieve these goals. Administer the running of the Order Fulfilment customer helpdesk ensuring shifts are sufficiently resourced to meetpeaks in demand for support assistance. Ensure you have a team leader assigned to cover periods when you are out of theoffice who can take on this responsibility. Ensure all members of the team are working effectively on either first or second line incidents ensuring workloads areappropriately distributed across all members. Be prepared to reallocate ownership of incidents as appropriate.Essential Education, Training, Skills and Experience required: Graduate calibre minimum A levels or equivalent. Minimum two years experience in supporting, training, and/ or using complex accounting or business software. Strong customer care skills Good team player Good Verbal and written communication skills. Good problem analysis and judgement 2-3 years working within a business software environment either as a vendor or end user.Desirable Education, Training, Skills and Experience required: Experience of using/ supporting Sun systems or similar business software. Technical/ Business qualification. Some knowledge / awareness of Sun systems or Solaris Good understanding MS Office products.Essential Competencies Required: Previous experience with Supply Chain Management or Accounting software. Demonstration of IT competency (systems experience & competency) Excellent understanding of Microsoft products. Experience/ Knowledge in one or more of the following Database engines MSSQL, Oracle