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- Tasks: Lead the global IT Helpdesk, ensuring users get timely support and managing daily operations.
- Company: Join a dynamic company focused on professional growth and customer satisfaction.
- Benefits: Enjoy flexible working options and a culture that values continuous improvement.
- Why this job: Be part of a fast-paced environment where your contributions directly impact user experience.
- Qualifications: 5+ years in IT support, with strong problem-solving and communication skills required.
- Other info: Experience with Freshservice is a plus, but not essential.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: IT Helpdesk System Supervisor The IT Helpdesk System Supervisor is required to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner. SOX control responsibilities may be part of this role, which are to be adhered to where applicable.Principal Duties, Responsibilities & Accountabilities: Responsibilities will include:Manage, maintain, and develop the IT Helpdesk environment (Freshservice)Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.Oversee the help desk support staff\’s daily activities ensuring timely and professional delivery of technical support, and call management.Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.Enforce technical standards, systems, policies, and procedures.Provide guidance to the Global IT Support team relating to end-user support.Liaise with stakeholders in the business at both a technical and non-technical level, building positive working relationships.Ensure that auditable activities are carried out in a timely manner in accordance with their specified criteria, for example SOX controls etc. Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities).Essential Skills: Minimum of 5 years\’ experience in a fast-paced end-user IT support environmentHands-on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of Freshservice is desirable but not essential)Effective analytical and problem-solving skillsAble to effectively report on and present data appropriately based on the intended audienceDemonstrable experience of developing IT processes, workflows, and automationGood time management skillsCore Behavioural Skills: Strongly customer-focused, experienced in providing support to end usersConfident individual with good interpersonal skills, able to deal with people at all levels and communicate to users in a clear non-technical languageAnalytically minded, able to break down and understand information, and report on findingsAbility to report on progress, timescales, outstanding and completed activitiesMust be comfortable with working in a fast-moving, dynamic businessGood organisational skills, used to managing and prioritising own workloadCompany Values Statement: We endeavour to create a work environment that reflects the culture of the company, and we encourage every member of our staff to embrace our commitment to be:ProfessionalQuality DrivenGoal OrientatedCustomer FocusedContinuously ImprovingFlexibleOpen & Integrated
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Global IT Helpdesk Supervisor - REF 1095 employer: Interface Recruitment UK
Contact Detail:
Interface Recruitment UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global IT Helpdesk Supervisor - REF 1095
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily emphasises delivering quality IT experiences. Understanding these principles will not only help you in interviews but also demonstrate your commitment to effective IT service management.
✨Tip Number 2
Gain hands-on experience with helpdesk tools like Freshservice, even if it's just through a trial version or similar platforms. Being able to discuss specific functionalities and how they can improve service delivery will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your analytical skills by thinking of examples where you've identified trends or made recommendations for service improvements in previous roles. This will highlight your ability to enhance the helpdesk environment effectively.
✨Tip Number 4
Build your communication skills, especially in translating technical jargon into clear, non-technical language. This is crucial for liaising with stakeholders at all levels, and demonstrating this ability during your interactions will make a strong impression.
We think you need these skills to ace Global IT Helpdesk Supervisor - REF 1095
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and management. Emphasise your hands-on experience with helpdesk environments, particularly any familiarity with ITIL best practices and tools like Freshservice.
Craft a Compelling Cover Letter: In your cover letter, explain why you are the perfect fit for the Global IT Helpdesk Supervisor role. Mention specific examples of how you've managed helpdesk operations and improved service delivery in previous roles.
Highlight Key Skills: Clearly outline your analytical and problem-solving skills in your application. Provide examples of how you've effectively reported on data and communicated with both technical and non-technical stakeholders.
Showcase Your Customer Focus: Demonstrate your customer-focused approach by including examples of how you've provided exceptional support to end users. Highlight your ability to communicate complex information in a clear, non-technical manner.
How to prepare for a job interview at Interface Recruitment UK
✨Showcase Your IT Helpdesk Experience
Make sure to highlight your previous experience in managing a helpdesk environment. Discuss specific examples of how you've handled call allocations, queue management, and problem resolution to demonstrate your hands-on expertise.
✨Emphasise Customer Focus
Since the role is strongly customer-focused, prepare to share instances where you provided exceptional support to end users. Illustrate how you communicated technical information in a clear, non-technical manner to ensure user understanding.
✨Demonstrate Analytical Skills
Be ready to discuss your analytical and problem-solving skills. Prepare examples of how you've identified trends in helpdesk operations and made recommendations for service improvements based on data analysis.
✨Familiarise Yourself with ITIL Best Practices
Since delivering a quality IT experience in line with ITIL best practices is essential, brush up on these principles. Be prepared to explain how you've applied them in your previous roles and how they can enhance the functionality of an ITSM tool.
