Lead Helpdesk Support


Witney, Oxfordshire

Oxfordshire IT Company is looking for a dynamic lead helpdesk support professional to join its team in the Witney, Oxfordshire area.

Successful candidates will be exceptional communicators who excel at working within a team and when working with end-users. Successful candidates will be required to undergo an enhanced DBS Check and will have a full UK driving license.

Responsibilities and Duties

The primary responsibility of the role is to help maintain a high level of support for the company’s customers - This will mostly involve working from the on the ICT support desk. However, there may be times when you need to visit customer sites.

  • Managing the support desk on a day to day basis this includes progressing tickets to a successful conclusion - liaising with Customers, 3rd Parties, Account Management and Engineers while reporting all updates/outcomes with relevant parties. This will also entail ensuring the support desk is kept up to date at all times and that calls are correctly allocated.

  • Being able to handle 3rd line support requests independently and as part of team as well as managing these more technical requests through to resolution and reporting on all outcomes with relevant parties.

  • Feeding in to scheduling meetings with senior leadership.

  • Assisting in production of reports for Customers and Account Management.

  • Identifying and escalating critical issues and requests.

  • Working with Managed Service Customers and Teams to provide additional support and a single point of escalation.

  • Identifying potential areas of improvement during the course of resolving support requests and reporting recommendations to Account Management & senior leadership.

Technical competencies we are looking for (not everything below is essential, however the more that can be demonstrated the better):

  • Application Deployment.

  • Desktop Deployment.

  • Supporting Microsoft Windows Servers and Windows 10/7 workstations.

  • Setting up new staff members and managing passwords.

  • A working knowledge of Windows Server Administration.

  • A working knowledge of Microsoft Active Directory.

  • A working knowledge of Microsoft Office 365.

  • Infrastructure Experience (switches, Wi-Fi, Firewalls).

  • Hyper-V Experience.

  • Backup Solutions.

  • Group Policy.

Non-Technically we are looking for

  • Positive outlook and attitude when dealing with staff/students - even in busy situations.

  • A great communicator.

  • A patient and calm temperament.

  • Good Timekeeping.

  • A self-motivator.

  • Can do attitude.

  • Someone who can follow instructions and work alone when required.

  • A problem solver.