IT Support Lead - VIP support - FTC

The IT support lead will play a pivotal role as the go-to individual responsible for providing technical VIP support to the organisation's senior business stakeholders. As part of the role, the individual will provide technical direction and process transformation/changes in order to enhance the overall VIP support function.

Client Details

IT Support Lead - VIP support - FTC

The client is a global FTSE professional services organisation with over 7000 employees.

Description

IT Support Lead - VIP support - FTC

Role Requirements

• Demonstrate strong ownership of tasks & projects committed (end to end).
• Provide technical leadership on desktop / Deskside support initiatives.
• Provide VIP support to senior C - Level stakeholders.
• Effectively manage chases & escalations, and keep key stakeholders informed.
• Provide visibility on technical issues and provide solutions.
• Technical facilities management.
• Offer alternative solutions when usual solutions aren't available.
• Experience managing mentoring or coaching junior support analysts.
• Be available to support users and provide constructive feedback.
• Proactively identify gaps and propose continuous improvement
• Automate and optimise manual tasks wherever possible
• Effectively manage chases & escalations, and keep key stakeholders informed .
• Consolidate processes and adapt to align and effort on standardising internal processes & procedures.
• Ability to handle demanding customers and communicate at all levels including Executive Board Level.
• Ability to prioritize workload effectively while ensuring quality results and keeping track of progress
• A broad level of skills across PC hardware and software systems including Windows 10, Active Directory, Windows Terminal Services, Citrix Metaframe, MS O365, Thin Client Terminals, Database Systems, Exchange, VoIP Cisco CUCM.

Profile

IT Support Lead - VIP support - FTC

Skills / Experiences

• Strong customer service, analytical thinking, research, interpersonal and problem-solving skills required
• Strong initiative and ownership on tasks and projects committed, and proactive in moving things forward by overcoming obstacles in autonomy.
• Must be highly organized and possess excellent verbal and written communication skills;
• Must be an 'active' listener, highly professional, motivated with a strong work ethic and a positive and enthusiastic attitude
• Process-driven with a goal and objective orientated mind-set
• Understanding of Service Management - in particular, request fulfillment, problem and incident management
• SLA performance monitoring and reporting.

Job Offer

IT Support Lead - VIP support - FTC

Market rates + full company benefits.

This is a fixed-term contract for 6 months based on a pro-rata'd salary. There is a strong opportunity to go permanently after this tenure.