IT Support - Telephony Manager

Posted

13/04/2010 (14:45)

Agency/Employer

Search Recruitment Services Ltd

Description

We our looking for an IT Support + Telephony Manager to manage the IT Support function to ensure that all objectives are met on a daily, weekly and monthly basis.

Our Client is a customer focused business, entrepreneurial and flexible organisation whose people are seasoned in the various disciplines of the business who deliver an end-to-end service to our customers. They are an insurance intermediary whose principal travel insurance business has been established for over ten years.

You will manage the smooth running of first line helpdesk support to clients, assisting them with hardware and software problems via phone, email and face to face contact.

Daily Duties
� Managing IT Support to ensure IT customers needs and system availability requirements are met.
� Ensuring the smooth running of all ICT systems, including anti-virus software, print services, email provision and telephony.
� Evaluating user needs and system functionality and ensuring that IT facilities meet these needs.
� Managing the smooth running of the IT support desk.
� To provide 1st line technical support; answering support queries via phone, email and face to face
� To maintain a high degree of customer service for all support queries and adhere to all service management principles.
� To log all calls on the call logging system.
� Respond to enquiries from users and help them resolve any hardware or software problems
� Support users in the use of computer equipment by providing necessary training and advice
� Ensuring that software licensing laws are adhered to.
� Mentoring and training IT support staff.
� Giving support, guidance and regular feedback (via 1 to1 process) to direct report.
� To escalate more complex calls to the relevant IT member.
� To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
� Carry out daily systems checks, reporting to IT Director where necessary.
� Implementing the company security procedures and ensuring strict adherence.
� Providing secure access to the network for remote users.
� Carry out in-house system testing.
� Be responsible for in-house system back-ups.
� To support and maintain Telephony systems and software.
� Document and maintain documentation for administration tasks/processes.

Minimum Requirements
� Knowledge of Call Centre telephony systems � direct and /or hosted (Intertel/Avaya)
� Helpdesk (telephone support) knowledge
� Knowledge of Skill set, Hot Desking, IVR Set up, Real time and historical reporting tools
� Knowledge of Call Recording systems � preferably Mercomm.
� Excellent telephone manner.
� Strong knowledge of Microsoft based operating systems with emphasis on Windows XP and Server 2003.
� Good knowledge of Windows Active Directory configuration and administration.
� TCP/IP experience.
� Understanding of PC hardware set-up and configuration.
� Understanding of other IT technologies would be advantageous (Networking, Backup software, Databases, Email, and Anti-virus etc.
� MCP certification would be desirable.
� �Hands on� approach and a willingness to learn.
� Flexible, pro-active approach.

If you are interested in this excellent opportunity please send your CV including a Cover Letter ASAP.

Search Recruitment Services Ltd is an Equal Opportunities Employer.

Location

Basildon, Essex

Job Type

Permanent

Contract Length

N/A

Salary/Rate

�19000 - �20000/annum

Start Date

ASAP

Contact Name

Elaine Walsh