itContracting are seeking applications for a Helpdesk Team Lead, this is a long term contract position located in Dublin 8.
* Supervise Level 1 teams to ensure timely delivery of quality technical support service.
* Maintain and update knowledge database of known issues and the actions to allow their resolution to support effective problem resolution.
* Manage ticket allocation within the team.
* Report on SLA compliance.
* Reporting on all tickets by each category from Level 1 to Level 3
* Analyse ticket volume and issues to identify underlying issues and propose mitigation strategies.
* Ensure delivery of Level 1 support and referral of those tickets to the relevant Level 2 and Level 3 teams, where the request cannot be resolved by the Helpdesk group.
* Track and manage tickets allocated to Level 2 and Level 3 teams\resources.