£40,000 - £42,000 Per annum
2 year fixed term contract
This is an onshore role aimed at offering high level technical support as an escalation point, as well as giving guidance and management to the onshore UK Escalations Team (service Desk) as well as the Offshore Service Desk Team.
About the Role
* Technical Escalation: Act as the primary point of contact for resolving high-level technical issues and escalations related to Microsoft 365, Windows 10/11, and other modern workplace technologies.
* Team Leadership: Lead the onshore and offshore support teams by providing guidance, mentorship, and ensuring best practices are followed for issue resolution. This role includes line manager responsibilities of the onshore UK Escalations support team.
* Service Desk & Queue Management: Oversee daily operations of the service desk, managing ticket queues, ensuring timely response and resolution, and optimising workflows for efficiency.
* End-user Support: Provide expert-level, end-user-facing support, maintaining a high standard of communication and service to ensure user satisfaction.
* Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 applications including SharePoint, Teams, OneDrive, Exchange Online, InTune and Defender
* Windows 10/11 Support: Provide advanced troubleshooting and configuration support for Windows 10/11 environments, including patching, security, and performance optimisation.
* Incident and Problem Management: Proactively identify and resolve recurring issues, ensuring root causes are addressed and documented in collaboration with other teams.
* Collaboration with Other Teams: Work closely with infrastructure, network, and security teams to ensure alignment in resolving complex issues and implementing new technologies.
* Project Involvement: Participate in IT projects related to modern workplace enhancements, migrations, and new technology rollouts.
What we can offer you
Not only do we offer free onsite parking and competitive salary but you’ll also have access to:
* Company funded Health Cash Plan – providing cash back for everyday healthcare costs such as dental, optical and physiotherapy
* 5% match pension
* 25 days holiday plus holiday buy scheme
* 24/7 E-Learning modules, Training and Development opportunities
* Sharesave Scheme, Cycle to work schemes, Health cash plan
* Colleague Assistance Programme & Colleague referral scheme
About you
* Proficiency in Microsoft 365: Strong knowledge of Microsoft 365 suite, including Exchange Online, SharePoint, OneDrive, and Teams.
* Escalation Management: Experience in managing escalated support cases and providing leadership in critical issue resolution.
* Customer-Facing Skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and deliver exceptional customer service.
* Team Leadership: Proven experience leading and mentoring technical support teams.
* Service Desk Tools: Experience with service desk management tools (e.g., ServiceNow, Jira, etc.) for ticketing and queue management.
* Problem-Solving: Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
* Certifications: Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, Windows 10/11 certifications, ITIL Foundation, or equivalent.
About us
Smiths News is the UK’s largest news wholesaler. Our colleagues serve 24,000 retailers every day of the year, operating from 33 distribution centres.
Inclusion and diversity are important to us. We are working together to build and shape a culture that embraces people from all backgrounds, experiences, and orientations. Smiths News is dedicated to creating an authentic workplace where everyone can thrive.
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