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IT Support Team Lead

Job Title: IT Support Team Lead
Contract Type: Permanent
Location: London, England
Industry:
Salary: £35000 - £38000 per annum
Start Date: ASAP
Reference: JS/SJ/SupportTL
Contact Name: Sean Johnston
Contact Email: sean.johnston@handle.co.uk
Job Published: August 12, 2019 15:04

Job Description

Handle is working with a leading Arts Institution to recruit an experienced It Support Team Leader.

The role oversees the front line support for all users across the company (approx. 150 people) and has a key function in providing problem-solving support, help, and advice to colleagues. You are responsible for and respond to service tickets, documenting and resolving them in a timely manner. As Team Lead, you should have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

Responsibilities

Support for staff at multiple sites
- Day to day management of the Service desk with responsibility for suggesting and implementing changes
- Line Management of IT System Analyst/s
- Provide exceptional customer service in person, via phone and email as appropriate
- Resolve help desk issues including troubleshooting hardware and software
- Software support: Word, Excel, Inventory, Photoshop, Windows7
- Troubleshoot printers and replacing printer suppliers
- Deal with and troubleshoot email (Outlook/Thunderbird) and web browser (Firefox) related issues both face to face and over the phone
- Setup and troubleshoot for mobile devices (iPhones or iPads) Laptops
- Restore data from backups as required
- Create, change, and delete user accounts per request; manage the process for joiners and leavers in relation to user accounts
- Video Conferencing system: set up as required for meetings and providing training and user support
- Image and configure new desktop and laptop machines to company specifications (Mac and Windows)
- Liaise with and organise when needed external engineers to come out and service both computer hardware and printers
- Configure and troubleshoot wireless routers, wireless access points and wireless devices as well as installation
- Maintenance tasks for equipment (PCs, printers, monitors, etc.) at all London sites
- Installation of computers, printers and various other IT related equipment around the sites
- Organise for IT related hardware to be transported to various sites via courier as required
- Implement software packages and updates to be pushed out to users
- Monitor anti-virus system and ensure updates are applied to all computers

Administration
- Edit and maintain LDAP directory
- Maintain and improve the operating procedure documentation
- Manage the support ticket system
- Procedure development and refinement for IT tasks with a view to automation
- Maintain the inventory of IT assets
- Ordering new hardware as required

Handle actively welcomes applicants from under-represented backgrounds

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.