HELPDESK SUPERVISOR, TEAM LEADER BASED BRACKNELL, BERKSHIRE.
My prestigious global client is currently looking to recruit for a HelpDesk Support Team Leader/Supervisor.
Your role will be to ensure smooth running of the helpdesk operation, and to maximise customer satisfaction and minimise costs. You will be responsible for the day to day supervision of the Helpdesk department.
Your role will require a clear understanding of a support/helpdesk operation together with an understanding of how a computer works from handheld to server, although not to a diagnostic skills level. Customer service and satisfaction is a key part of the role and the ability to handle complainants across both the internal business and externally is advantageous.
You will supervise a team of upto potentially 30 staff. Monitor and react to sickness and performance issues,maintain an asset register of all equipment.Make changes to and maintain the telephony system as appropriate to a call centre environment using existing or new tools. Confirm helpdesk agents decisions on diagnosis or engineer intervention.Manage customer complaints in writing and by telephone.Offer advice and guidance to helpdesk staff as appropriate.Carry out performance reviews with team members as appropriate in accordance with corporate requirements.Monitor and plan training requirements, internally and externally, for all staff in both hard and soft skills.Ensure the appropriate work tools e.g. call logging system and telephone routing, are available and maintained.AD-Hoc project work relating the role as required
Plan and manage change.
You will have a good background in the Support/Helpdesk environment, ideally made your way up from a Service Desk/Support Analyst, to senior member of team, to team leader, Manager.
You will have good leadership and man management skills.
Please apply immediately for more information.






Capita Resourcing encourages applications from individuals from all backgrounds.