ICT Support Lead

Red Ember Recruitment is seeking to hire an ICT Team Lead for our client based in Goodwood.

• Lead mentor and motivate a team of ICT Support Technicians.
• Participate in upskilling technicians by contributing to training and refresher interventions.
• Monitor interaction-records and ensure these are converted into incidents with minimal delay.
• Lead daily reviews of the teams pending list and flag tickets / incidents and ensure resolution.
• Closely monitor SLAs statuses / statistics daily; intervene immediately where SLA is impacted negatively. Investigate reasons for any breaches and collaborate with the client where reasons are valid.
• Monitor coordinate and pre-approve team-member leave requests with the final approval from the ICT Manager.
• Implements maintains manages the cascading of and adheres to all relevant Stowe policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
• You may be required to conform to the legitimate instruction of any employee in authority over yourself which is not stipulated in your job description.

• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Pro actively encourage a customer service focus in the department.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices.
• Monitor Service Now Interaction- and Incident-lists and prioritize work to meet service level targets.
• Actively contribute to the resolution of desktop IT support queries hardware & software maintenance including MS Windows Office 365 printers and networking.
• Actively contribute to desktop telephony support : VOIP handsets and soft phones.
• Assist with the administration of client / server applications supporting tools and SQL databases which includes and are not exclusive to the following.
• Call Logging System (HEAT).
• Accounting System (Pastel Evolution) etc.
• Assist with the installation configuration maintenance and ongoing usability of IT assets within established standards and guidelines.
• Troubleshoot Fault-Finding and Problem solving of IT assets related incidents and problems.
• Record all ticket and support activities on the call logging system (Service Now).
• Perform preventative maintenance tasks within established standards and guidelines.

• Do daily / weekly / monthly ticket quality checks.
• Identify failure points and implement corrective measures to curtail the number of missed SLAs.
• Identify opportunities to streamline ICT processes and improve efficiency.
• Work with cross-functional teams to implement process improvements.
• Stay up to date with industry best practices and emerging technologies.
• Ensure processes and procedures are followed according to agreed service times.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Assign calls to appropriate team member according to skills level Call Allocation.
• Provide a single point of contact for technical escalations and take ownership.
• Act as information and skills broker between agents and higher qualified and / or experienced resources.
• Escalation of problems or breaches of all calls to your manager.
• Ability to creatively address problems and follow proposed solutions through to completion.
• Identify and highlight best practices in support management through continuous assessment.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.

• To analyse and summarize reports on SLA targets.
• Compile open escalation reports daily and share with clients and management.
• Drive and implement corrective measures and resolutions ensuring open escalations are resolved.
• Participate in the investigation and resolution and reporting of once-off escalations.
• Ensure that corrective action taken for once-off escalations mitigate the recurrence of these issues.
• Trend analysis on causes and ticket categories incident rates and similar.
• Compile and publish daily weekly and monthly reports as required.
• Provide pending List feedback daily.

• Conduct regular performance evaluations and provide constructive feedback.
• Manage and monitor technician timekeeping.
• Foster a collaborative and inclusive team culture.
• Will ensure team perform in line with quality monitoring standards achieving internal quality benchmarks.
• To conduct performance appraisals for the team…