Helpdesk Manager

Dataphiles is an established and fast-growing Yorkshire-based company specialising in custom software development. We have an amazing client list across all sectors including NHS, charities, public sector and business. Our recent work includes projects for Jaguar Landrover, Toyota, Manchester City FC, MyDentist and Ericsson.

We are looking to expand our team by recruiting an experienced 1st /2nd Line Software Support Technician to manage our small helpdesk team. This is an excellent opportunity for an enthusiastic and motivated individual who is looking to be rewarded for their hard work. The key skill required is excellent customer service and effective communication together with the ability to provide first class support to customers either remotely or over the telephone. We are looking for a team player who can be relied on to organize their own time and prioritise their workload efficiently.

In this role you will take responsibility and ownership of the day to day running of Dataphiles’ helpdesk, providing telephone and remote technical support to our customers, servicing a wide range of bespoke systems in many different industry sectors. The role involves logging, allocating and managing support tickets on the helpdesk system, coordinating the software support process from the first point of contact through to diagnosis and resolution. Managing customer SLAs, accurately logging all ticket activity and communicating with the customer throughout the ticket lifecycle are a key part of the role. You will also be responsible for monitoring helpdesk performance and preparing regular KPI reports.

We offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business. As well as being part of an innovative and fun-loving company, you will also benefit from:

• Competitive salary, reviewed annually
• Friendly, relaxed work environment
• Performance and personal development reviews
• Pension
• Additional day’s holiday for every year you’re with us
• Childcare vouchers
• Paid overtime
• Cycle to Work scheme
• Friday afternoon pizza & beers
• Table Tennis, Xbox and Darts
• Regular team socials

In return we are looking for someone with the following :

Required Skills and Experience

• Excellent verbal and written customer communication skills
• A fast learner with a natural passion for IT and technology
• Minimum of 3 years’ work experience within a helpdesk/support role
• Ability to troubleshoot bugs/issues and know when to escalate them to the development team
• Able to put the customer at ease and deal sensitively and diplomatically with issues or complaints
• Experience using issue tracking software
• Experience providing Technical Support using operating systems such as Windows 8 & Windows 10
• Ability to provide a high level of customer service and satisfaction to the agreed business levels at all times
• A thorough knowledge of Microsoft Office
• An understanding of basic networking concepts
• Ability to prioritise support issues and work in a high-pressure environment
• Ability to manage multiple tasks and deadlines
• Good organisational skills

‍Nice to Have

• Graduate in an IT related subject
• Systems Administration experience
• An understanding of the software development lifecycle
• Software testing experience
• Experience using Microsoft Dynamics 365 issue undefinedtracking and Azure DevOps
• Experience managing and updating DNS records
• Web development and coding experience (HTML, CSS, JavaScript, ASP.net, C#, SQL Server)
• Office 365 / Microsoft Exchange Administration
• Experience using remote control software such as TeamViewer and Remote Desktop
• FTP Administration
• Anti-Virus – Installation & Administration
• Network Fault Finding
• Knowledge of Microsoft Windows
• Experience or awareness of Information Security Management System (ISO27001)

In the longer term there will be opportunities to progress and expand your skill set with exposure to a variety of bespoke applications and software. If this sounds like what you’re looking for and you are passionate, enthusiastic and eager to learn, then please send us your CV.