Helpdesk Team Lead

Job Category:
Management
Job Type:
Contract
Level of IT Experience:
1-5 Years
Area:
Central Dublin
Location:
Dublin
Salary Description:
Negotiable
Posted:
09/01/2018
Recruiter:
itContracting
Job Ref:
ITC1993

itContracting are seeking applications for a Helpdesk Team Lead, this is a long term contract position located in Dublin 8.

Responsibilities:

* 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.

Ref: ITC1993

Contact Details:
itContracting
Tel: +353 51 339900
Contact: Paul Evans

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