IT Helpdesk Supervisor

	Details
	Reference M IT Help Desk 26456 Job Roles I.T Sub-Job Roles IT Manager Other IT Roles Support Salary £24,000 to £28,000 per annum Town/City Woolwich, London Locations London Contract Type Tempory

	Description
	Job Title: IT Helpdesk Supervisor CONTEXT The College have a large Microsoft Windows Server network, current user-base is approximately 1400, all of whom rely heavily on IT for Teaching and Learning. The IT Services team are responsible for delivering all IT Services and support throughout the college. The college are currently undergoing a number of changes in IT services. PURPOSE AND RESPONSIBILITIES The role of Helpdesk officer, reporting directly to the Head of IT, is a key post in the college IT team. You will contribute to the formulation of IT processes and improvements to the Helpdesk software (which is an ITIL compliant product). The role will also allow you develop service level agreements together with the Head of IT services, therefore strong customer focused IT skills are required. Additionally the role will manage up to two junior desktop support technician – allowing development in helpdesk and staff management skills. Your responsibility will cover both; IT services and communications within the college. Therefore a large amount of focus will be on improving the service desk application, particularly the SLA and asset management modules. KEYRESPONSIBILITIES; Ensuring that IT department tasks and customer service requests are correctly logged and monitored through to completion according to service level standards. This will include; •Participating in the drafting of SLA documentation. •Liaise closely with the helpdesk software provider to embed SLAs into the software and insure the software is integrated with college’s overall IT service. •Ensuring that the services delivered by the IT team meet or exceed SLA points and are delivered satisfactorily. •Ensuring that the college students and staff receive a satisfactory IT service which is responsive, professional and meets the demands for teaching and learning throughout the college. •Analysis of helpdesk and other ICT service data, in order to report on service performances (call volumes, fix times, response times etc) to the Head of IT. •Maintenance of accurate IT asset and configuration management records within the helpdesk, ensuring all client devices are recorded and tracked.

	Qualifications Required
	EXPERIENCE; •Worked with an ITIL environment, providing IT services as part of a professional IT team. •Have a working knowledge of ITIL processes and procedures. •Have a working experience of delivering an IT service to an SLA. •ICT service or helpdesk management experience. •Delivering hands-on, prompt, effective ICT support in a medium to large and diverse organisation. •Worked within an IT service team who delivered; desktop, 1st – 3rd line support to users, and preferably overseen some technical staff. •Experience and skills in implementing and monitoring processes to improve IT services. Qualification/Training Recruitment and Selection; •ITIL v2 / v3 certification. •Educated to college or university level.

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