Infrastructure & Operations Engineer
Role details
Job location
Tech stack
Job description
Our client is seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of their Service Desk providing 24/7/365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users., Team Leadership & Supervision:
- Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner.
- Provide mentorship, guidance, and on-the-job training to junior technicians.
- Serve as the point of escalation for more complex or high-priority incidents
- Ensure team members follow procedures, managing their tickets effectively, and adhering to established service level agreements (SLAs).
Service Desk Operations:
- Serve as the primary point of contact for all IT-related inquiries and incidents from end users via phone, email, or ticketing system.
- Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system.
- Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
- Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
- Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
- Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
- Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
- Monitor system alerts and perform routine checks to ensure IT services are running optimally.
- Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.
Communication & Reporting:
- Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests.
- Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
- Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.
Continuous Improvement:
- Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
- Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
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Requirements
This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.
Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role. This is hybrid based., * At least 2+ years of experience leading or supervising a team in an IT support capacity.
- Proven experience in IT support, technical support, or helpdesk roles ideally within an MSP environment.
- Prior experience in a leadership or supervisory capacity within an IT environment is preferred., About the Role An exciting opportunity for a motivated Commercial Print Sales Advisor to promote advanced printing solutions to businesses. Designed for ambitious self-starters, this role offers exceptional rewards and long-term income opportunities. Benefits - 90%...
Benefits & conditions
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