Technical Helpdesk Manager

My client is a well-established software company focused on offering leading accounts payable and accounts receivable document automation solutions tailored to the SME marketplace.

The Role

The Technical Helpdesk Manager role is to develop and oversee the service desk operations, ie to clearly identify, categorise, record and then resolve each customer technical issue as efficiently and as expediently as possible using the correct resources, procedures, technical advice, escalation processes and to communicate updates to the customer at regular intervals in accordance with the terms and condition of Support Agreements.

Key Responsibilities
* Monitoring, tracking, and coordination of all technical helpdesk functions.
* Allocation and prioritisation of helpdesk staff, skills and resources to ensure a professional solution based service to customers.
* Provide hands-on support to the helpdesk team and customers to ensure efficient and effective problem resolution.
* Define and establish Key Success Factors from which Key Performance Indicators can be monitored to provide clear evidence of Helpdesk performance.
* Establish and manage the best practice for all customer support and service requests to ensure courteous, timely, and effective resolution of end user issues in line with agreed Customer Support Agreements.
* Design and enforce support request handling, escalation policies and procedures.
* Develop and maintain documented resources of resolutions, problem areas and deliver solutions ensure a continuous improvement of the quality of the helpdesk service provided to customers.
* Establish procedures to document and test solutions/fixes to ensure problem has been adequately resolved.
* Oversee the dissemination of technical knowledgebase articles, usage guides, and FAQ lists relating to the implementation and running of software on end user site.
* Liaise and collaborate with the Project Implementation Engineers to ensure that key support issues and resolutions are being communicated and fixes are replicated on live projects. Requirements
* A college degree or similar qualification in an IT related field.
* Minimum 3 years relevant experience.
* Solid experience in Microsoft (MCP Preferable) systems administration and infrastructure support.
* Proficient with Microsoft Operating System, and IIS technologies.
* Exposure toSql programming – SQL queries, Stored Procedures, Triggers
* SQL Server Integration Services, Reporting Services, Linked Servers, query string connections to third Party ERP/Accounts packages
* Previous experience installing or working with ERP/Accounts packages a definite advantage, specificallySage, Exchequer, Intact, Open/Access Accounts/ Ms Dynamics (to a lesser extent SAP, Oracle Financial)
* Knowledge of Accounts payable process, Invoice automation workflow, Invoice Capture, 3 way matching, EDI
* Document capture software,Readsoft, Kofax VRS, Kodak, Captiva
* Sound helpdesk-based technical support experience with exposure to remote access tools.
* Exceptional troubleshooting and diagnostic skills. Please get in touch today for more information on this excellent opportunity.