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Job Title		IT Helpdesk Manager

Job number		113323968

Posted		22/04/2008 (17:20)

Agency/Employer		1st Choice Recruitment

Description		Overall Description: The Helpdesk Manager will manage the helpdesk team (5 staff) and will be responsible for driving performance against agreed Service Level Agreements (SLAs). The post holder is required to work 40 hours per week on a five days out of seven basis, which will be determined by business need. The post holder may also be required to work additional hours on Saturdays as determined by business need. Key Result Areas � Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved. � Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers. � Implement methodologies to improve first call resolution. � Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business. � Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness. � Train helpdesk staff to ensure that support is provided in a consistent manner. � Implement staffing and scheduling models to ensure guaranteed coverage to the business. � Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support. � To work with the Operations Director and the Helpdesk Team to assess the nature, patterning and type of support calls encountered in order to identify ways in which the service may continually improve. � Act as first point of call escalation to customers � To have a flexible approach to working hours. The normal hours will be either 8.00 � 17.00 or 9.00 � 18.00 during week days Special Circumstances � Saturday and Bank Holiday cover is provided to the Company�s customers. These shifts are allocated on a rota basis and are paid on a per session basis. � The post holder will be required to opt out of the 48 hour (Working Time Directive). � The post holder will be required to visit Customer places of work intermittently as required. � The post holder will be required to assist in the preparation and dispatch of IT equipment. � The post holder may be required to undertake training as specified. Working Conditions � Extended periods of sitting at a desk in front of a computer screen. � Extended periods of using keyboard, mouse. � Some physical labour involved such as carrying base units and monitors. � The office is located in a rural location so own transport is required.

Location		Shefford, Bedfordshire

Job type		Permanent

Contract length		N/A

Salary/rate		�21000 - �24000/annum .

Start date		ASAP



Contact name		annemarie

Telephone		01767 316767

Ref no		B3080

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