Description
Job Title: Lead IT Support Technician
We are seeking an experienced and skilled Lead IT Support Technician to join our dynamic team. As a key member of our Technology Department, you will lead a regional team of support technicians in delivering outstanding IT support and customer service to our staff and students.
Key Responsibilities:
1. Oversee suitable processes for customer ticket management, including SLAs, fault categorisation and target resolution times.
2. Line manage the IT Support Technicians and help them to develop their skills and knowledge.
Requirements:
1. Strong Technical skills / knowledge: ITSM Ticketing systems, AV equipment, Microsoft OS and applications, networking.
2. Awareness of data protection principles, including GDPR compliance.
3. Proven experience in IT customer support, demonstrating your ability to assist and satisfy users' needs.
4. Effective task prioritisation and management skills for both yourself and (ideally) your team.
5. Proficiency in training and knowledgebase development, enhancing user support.
About You:
The right candidate will be happy to travel to our different sites to support the team and have the following qualifications:
1. ITIL Qualifications.
2. Technical accreditations (e.g., Microsoft MCSA / Cisco CCNA / etc.)
3. Team lead / management experience.
Benefits:
1. 30 days holiday, add the bank holiday on top, and we even throw in Christmas closure.
2. A generous Aviva pension plan, our contributions start at 7%.
3. PMI or Healthcare Cashback (dependent on role grade).
4. Study any Arden course for free, with generous discount for all family and friends.
5. Our 'Golden Ticket' which allows you to gift anyone in your life a free Arden education.
6. Plus, other competitive benefits.
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