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Service Desk Supervisor / 3rd Line Support

Who we are:

Principal are a leading IT, Solutions and Print provider, with over 30 years experience in the managed print industry. We provide tailor made solutions for document print management hardware, software, IT consulting, on-premise IT infrastructure and cloud based services.

Summary of the position:

Reporting to the Operations Support Manager, this role is primarily to oversee the smooth operation of the Service Desk and day to day management of the Service Desk Technicians along with providing a 3rd line technical escalation for the team.  This is very much a player manager type role with a requirement for strong technical knowledge.  Working closely with the management team you will help shape and build a dynamic and proactive Service Desk with customer satisfaction at its heart.

Target and Outcomes:

100% adherence to departmental processes

Uplift of single touch resolution

Reduction in field visits

Increase in customer satisfaction

Attitude and Persistence:

A logical thinker, who is able to maintain focus in a pressurised environment

An ability to work proactively and anticipate issues before they impact on our customers

A calm demenour and positive outlook

A collaborative approach to work, identifying and utilising areas of expertise in colleagues

A logical thinker who is able to maintain focus in a pressurised environment

An ability to work proactively and anticipate issues before they impact on our customers

A calm demeanour and positive outlook A collaborative approach to work, identifying and utilising areas of expertise in colleagues

Responsibilities:

Day to day responsibility of the Service Desk ensuring that all calls are received, logged, triaged and correctly assigned/categorised. 

Managing incidents through to resolution with an appreciation of business impact and effective communication

Monitoring Service Desk Technicians workload and call volumes to provide adequate resourcing

Ensuring Service Desk Technicians are following agreed call and escalation procedures

Coordination of responses to escalated issuesIdentification of technical training needs

Keeping up to date on current IT trends, developments, innovations and equipment, used in desktop operating systems, software, network operating systems & software, security & anti-virus software and network hardware and disseminating best practice within the team and the wider department.

Provide 3rd line support for incidents escalated from 2nd line team

Develop daily, weekly and monthly reports on help desk team’s productivity

Skills Requirements:

Previous team leadership experience IT Service Desk experience

A solid technical background of software and solutions

A proven ability to deliver service within agreed SLAs

Good knowledge of Word, Excel, Outlook and other office applications

Experience/understanding of ITIL methodology

Understanding of IP networks traffic, firewalls, routing etc

Technical understanding of Datacentres and cloud technology such as O365/Virtulisation/SaaS/IaaS

Desirable:

Previous experience of working in a Managed Service Provider

Degree in Computing and or IT discipline

Server Skills:

Multi server environment management and migration skills

Windows Server management – advanced AD diagnostics and troubleshooting

Remote Desktop Services server cluster setup and management

Multi server migration skills - – FSMO roles, DHCP, DNS, migration, etc

Setup Microsoft Hyper-V for multi-server environment

Hyper-V server replication skills

Hyper-V cluster and SAN management

Advanced troubleshooting of on premises and Cloud backup systems

Microsoft Office 365

Migration from existing Microsoft Exchange environment – 50 seats and above, hybrid migration method

SharePoint Online design and delivery

Advanced PowerShell usage for user management

Firewall Skills

Setup WatchGuard firewall for networks of 50 seats and above

Firewall deployment – advise on proxy best practices and setup

Manage outbound traffic securely and modify in a live environment

Advanced proxy management – request and response header management, etc

LDAP implementation – certificate management

Advanced wireless network setup – multi SSID, Enterprise WLAN with RADIUS authentication, etc – design considerations and delivery

Advanced management and troubleshooting

LAN network skills

VLAN design and implementation – including network and subnet design

HP ProCurve E series – traffic management and routing – OSPF, etc

Talk to our experts and optimise your print setup today

Principal can help you with all of your office print requirements, call us on 0333 240 8130

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