User Support Team Leader.
The role of the User Support Team Leader is to ensure the effective and efficient day to day running of the User Support team.

The team provides the key point of contact for user support for approximately 3000 users across the UK and Ireland.

The service responds to 25-50 calls per day via telephone, email, in person and remote connection.

The User Support Team Leader will be expected to work within the following technical environments:

Desktop: Windows XP and Windows NT4
Servers: Windows NT4; 2000; 2003
Domains: NT4; Active Directory (2003AD) – forest function level
Messaging: Microsoft Exchange 5.5 and Lotus Notes 6.5
Desktop applications: Microsoft Office 97/XP
A growing Windows Terminal Services environment – client based Winterms
Telephones: Mobile network including Treo’s

Key Responsibilities

• Ensure the User Support Team respond to all incidents and service requests (telephone, email or in person) quickly and effectively
• Ensure the User Support Team log and update all incidents and service requests quickly and effectively on the User Support system
• Ensure the User Support Team, and contribute to, the efficient provisioning of user accounts and messaging access across all domains in accordance with business requirements
• Supervise the resolution of incidents and requests for service that require support/resolution by other teams e.g. network, messaging, training etc
• Ensure the User Support Team are able to provide first line fixes to frequent incidents or service requests e.g. password resets, router resets, clearing print queues etc.
• Ensure the User Support Team are competent in providing general support of all desktop operating systems, hardware and applications
• Effectively, and in a timely fashion, communicate organisation wide failures to users
• Ensure incidents logged with third party engineers are managed effectively
• Ensure appropriate technology is used to support location independent working
• Ensure the User Support Team are aware of supported business applications and procedures for specialised support
• Ensure there is sufficient cover on a day to day basis to provide the necessary level of User Support
• Identify and follow through on User Support staff development
  Ensure the User Support Team understand, uphold and communicate the policies and procedures of the SI department
• Reports to User Support Manager when day to day provision of User Support services becomes constrained or when improved processed can be identified
• Assist staff in the SI department with any other duties as are reasonably required
• Contribute to IT newsletters, documentation, procedures and meetings as required

Knowledge, Skills and Abilities

• Have strong customer focus and problem solving skills
• Have second line fix experience
• Have a good working knowledge of modern operating systems, networks, remote working and IT good practice, for example ITIL will be a distinct advantage.
• Able to work with and supervise a small team
• Able to communicate appropriately with all levels of users and within the SI department
• Able to establish priorities, work independently and proceed with objectives without supervision
• Able to work in a busy IT department and give full commitment to all IT policies and procedures
• To be tactful and approachable at all times
• Have an open and honest personality
• Must be able to communicate clearly
• Must be calm under pressure
• Prepared to work flexible hours as deemed necessary

This role is based in London SE1 and is offering a salary of up to £32,000 for the successful candidate.

To apply for this position please send your CV to marcus.lund@core.gb.com quoting reference MBL104.