Technical Support Representative

Job Title: On-site Desktop Support Lead

Job Purpose:

To deliver high quality services to the users. This service will include all front-line computing across desktop and laptop installations.

To manage the Desktop Support team and expand the delivery capabilities of clients. The applicant will need to be a resilient, imaginative, and capable technologist with good communication and customer engagement skills who can develop and enhance existing business processes by applying technical solutions. 

Main Duties and Responsibilities

Management

• In collaboration with the Developer, Application and the Infrastructure Team, prioritize multiple and conflicting work streams and own the resource planning schedule for the Desktop Support team.
• To ensure the Desktop Support team, and the individuals that comprise the team, understand their priorities, objectives, and timescales.
• To provide technical leadership. To include:

· Management of technical projects: ranging from onsite suppliers, through to project management providers that will be assisting with those projects being led by this post holder.

· Management of equipment and product providers.

· Liaison with suppliers concerning the resolution of reported faults, the implementation of vendor updates and products and to advise IT Services of vendor roadmaps.

· Analysis of incidents reported through the Desktop Support team, including trending, reporting and problem resolution

· Technical mentoring and guidance of junior engineers.

· To manage the day-to-day work of the team and carry out performance reviews and appraisals for the team members.

· To assist or manage the recovery of enterprise systems in the event of major incidents.

· To provide risk assessments as required.

· To take proactive measures to ensure health and safety rules/guidelines are adhered to within the Desktop Support team.

· To provide management information on the performance of the Desktop Support team. 

Planning

• Formulate short, medium and long-term operational plans and development roadmaps for the Desktop Support team. Advise IT Services on the relevance and suitability of emerging technical and operational standards.
• Determine the needs of the stakeholders in all areas of the organization and its partners and to determine how best to deploy products in the specialist area to meet the user needs.
• To participate in the planning, design, commissioning and ongoing operation of desktop products and systems. To adapt/develop new solutions, innovating with solutions as needed.

General duties and responsibilities

• To maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• To participate in the Annual Performance Development Review Process.
• To actively support equality and diversity policies of Falmouth Exeter Plus.
• To attend training courses as identified and agreed for appropriate development.
• Implementation of risk assessment procedures and the mended work practices within the area.
• Undertaking other duties not specifically stated which from time to are necessary without altering the nature or level of responsibility. 

• Bachelor's Degree in Management, I.T, Computer Science
• At least 1-3 experience in the same field
• Good verbal and written communication skills