At a Glance
- Tasks: Supervise IT support teams, ensuring efficient ticket resolution and service quality.
- Company: Join GSA - Global Student Accommodation, a leader in student housing.
- Benefits: Full-time role with competitive salary and opportunities for growth.
- Other info: Collaborative environment with a focus on professional development.
- Why this job: Lead a dynamic team and make a real impact in IT support.
- Qualifications: 5+ years in IT support, with leadership experience preferred.
The predicted salary is between 36000 - 44000 £ per year.
Join to apply for the Helpdesk Supervisor role at GSA - Global Student Accommodation (Bristol, England, United Kingdom).
Reports to: Global IT Operations Manager.
Responsibilities:
- Supervise and mentor the second-line IT support team, ensuring efficient ticket resolution and adherence to SLAs.
- Collaborate with the outsourced first-line support provider to maintain service quality, troubleshoot gaps, and align processes.
- Escalate critical issues to third-line support teams or external vendors as needed.
- Monitor and enforce agreed response and resolution times using ITSM tools such as FreshService.
- Prioritise and assign tickets based on urgency, complexity, and global time zones.
- Develop and update knowledge base articles, procedures, workflows and training materials for internal teams and outsourced partners.
- Analyse performance metrics such as ticket backlog and user feedback to identify trends and recommend improvements.
- Resolve escalated hardware and software issues such as Microsoft 365, Active Directory, and network troubleshooting.
- Partner with infrastructure, cybersecurity and third-party vendors to resolve systematic issues.
- Generate weekly or monthly reports on team performance, SLA compliance and system uptime for senior leadership.
- Act as a bridge between technical teams and non-technical stakeholders to ensure clarity and alignment.
Qualifications:
- Education: Bachelor’s degree in IT, Computer Science or a related field, or 5+ years of equivalent IT experience.
- Experience: 5+ years in IT support roles, including 2+ years in leadership such as supervising teams or managing vendor relationships; experience working in global hybrid environments and coordinating with outsourced providers.
- Technical Skills: Proficiency in ITSM platforms such as ServiceNow or FreshService, Microsoft 365, Entra Azure AD, MS Intune or other MDM solutions and remote support tools; familiarity with networking fundamentals TCP/IP VPN DNS and cloud platforms AWS and Azure.
- Certifications: Preferred certifications include ITIL, CompTIA A+ Network+ and HDI.
- Soft Skills: Strong communication skills for collaborating with global teams and external vendors; process-driven, problem solving, conflict resolution and ability to thrive in a fast-paced environment.
Seniority Level: Not applicable.
Employment Type: Full-time.
Job Function: Science and Consulting.
Industries: Civil Engineering.
Helpdesk Supervisor in Bristol employer: GSA - Global Student Accommodation
GSA - Global Student Accommodation is an exceptional employer, offering a vibrant work culture in the heart of Newcastle. With competitive salaries, generous annual leave, and unique wellness initiatives like the 'YuDay', we prioritise employee well-being and growth. Join our dedicated team and enjoy the satisfaction of creating a welcoming environment for students while benefiting from social events and a supportive community.
Contact Details:
GSA - Global Student Accommodation Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Supervisor in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GSA - Global Student Accommodation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GSA - Global Student Accommodation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Supervisor in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GSA - Global Student Accommodation:Your cover letter is your chance to shine! Tell us why you want to work at GSA - Global Student Accommodation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GSA - Global Student Accommodation!
How to prepare for a job interview at GSA - Global Student Accommodation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
