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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Helpdesk Team Leader |
| Position Code: | 208 | | Career Level: | 3 |
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Responsible for
Leading a team in providing courteous and efficient first level support to all users of IT systems. |
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Reports To
Helpdesk Manager, IT Support Manager. |
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Supervises
A team of Helpdesk Operators. |
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Main Activities
Providing technical advice to other Helpdesk operators.
Resolving client problems, queries and complaints in an effective and timely manner.
Monitoring all problems reported to the Helpdesk.
Ensuring all users have a current status of their individual problems.
Liaising with equipment maintainers regarding the progress of their action on assigned problems.
Producing records reflecting Helpdesk and job stream statistics in a timely manner.
Logging and keeping current all problems via a problem management system.
Developing the technical and service skills of Helpdesk Team
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Key Skills
Detailed understanding of Helpdesk/Customer Support process.
Demonstrated leadership skills.
Demonstrated commitment to the provision of excellent customer support.
Ability to work within targets and deadlines and with minimum supervision.
Ability to display customer empathy.
Good oral and written communication skills.
People management within a shift environment.
Ability to identify and report ongoing opportunities for service improvement.
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Internal Contacts
Individual Users, Desktop/Network Support. |
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External Contacts
Suppliers of third level support. |
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Typical Experience
At least 3 years experience in an IT Support environment coupled with relevant IT qualifications. |
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