Assistant Helpdesk Manager
Up to £40k
Hours: 42.5 hours per week Monday to Friday
Sevenoaks
VR/02575J

Our client is a leading business IT support and service company. From their help desk office (near to M20/M26), they support customers across Kent, London and the South East. They are renowned for their superlative customer service and helpful nature; key factors in the long-term relationships they build with their customers. Your input will be an invaluable addition to their already capable Helpdesk and there is career progression as the Helpdesk expands.

This role is a challenging opportunity to delivery high quality Helpdesk services. You will be expected to demonstrate an in-depth level of knowledge across a broad range of topics (Windows Server & Desktop, VMware, Exchange, SharePoint, CRM, Hosted / Cloud, Cisco) You will need strong analytical skills and network troubleshooting. You will not be expected to manage engineers directly as this is addressed by the Helpdesk Manager, but you will be expected to assist other Helpdesk engineers with any tickets on which they are working.

Free Lunch Provided : Resident Chef provides free daily lunch (charity contribution optional at £1.00 per day)
Holiday Entitlement : 32 days (including 8 bank holiday)
Contractual Sick Pay : Commencing after 6 months continuous employment (terms applied)

About the Role
· The Assistant Helpdesk Manager will be an integral part of the Helpdesk team and will be working very closely with the Helpdesk Manager and a dedicated team of engineers within a busy and expanding IT services company.
· You will be expected to provide innovative solutions to problems as they arise, offering assistance to any engineer assigned to the Helpdesk.
· You will need to have excellent communication skills as you deal with all of the different types of support issues generated by the customer base.
· The Assistant Helpdesk Manager will need to thrive on multi-tasking in order to properly assist other Helpdesk engineers with their issues as well as taking on some of the more challenging problems which arise.
· You will need to make yourself aware of the product portfolio as they represent the majority of the products and services used by their own clients.
· The role includes making suggestions to the client concerning future improvements in line with their individual business needs as part of the resolving Helpdesk issues.

Key Skills & Background
The successful candidate will be expected to demonstrate the following:
· A solid level of knowledge in Windows Server, Microsoft Desktop Operating Systems, Exchange Server, Office 365, CRM and Networking
· Excellent communications skills (specifically oral, literacy and numeracy)
· High standards of customer service and a personable nature
· Accomplished problem-solver
· Experience of SharePoint, Server Hosting (specifically VMware & Hyper-V) and Cisco IOS would be advantageous
· Background in Helpdesk management or as an accomplished Site Engineer would be advantageous
· Qualifications: Recognised Microsoft accreditations (MCSA, MCSE, MCPs) and experience of managing a Helpdesk would be advantageous


The Assistant Helpdesk Manager will be required to work shift hours to suit the needs and requirements of the business:
7:45am - 4:15pm
8:45am - 5:15pm
9:45am - 6:15pm
On a roster basis there is an out of hours service between 6:00pm - 8:00am Monday to Friday and 24 hours on Saturday, Sunday or a Bank Holiday. For being on call for the out of hours service the Assistant Helpdesk Manager will receive additional payment. Details of the additional payment will be confirmed on offer of employment.
The Assistant Helpdesk Manager needs to be available for work on a minimum of 8 Saturdays per annum. For overtime worked on a Saturday the Assistant Helpdesk Manager may receive payment or time off lieu at the Director’s discretion.