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Tunbridge Wells Permanent Posted: Monday, 18 November 2019

Purpose of the Role

To work with the remote Service Desk to ensure the highest standards of Deskside Support services are provided to the client.

About the role:

You will be based within one of our flagship client's offices, managing, developing and mentoring the Deskside Support team. Supported by the Operations Delivery Manager, you'll interface into the clients own IT function and respective third party vendors managing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Deskside team and any trends or reoccurring issues that have been identified.

Key Responsibilities

The following key responsibilities are associated to the role, it should be noted that this is not an exhaustive list:

  • Lead/Manage a team of Deskside Support Analysts across two locations (occasional travel required)
  • Acting as a point of contact for escalations outside of the Service Desk for both incident and requests
  • Assigning and monitoring tasks for the Deskside support team
  • Working to ensure a seamless, efficient and responsive End User Support (EUS) Service is delivered to the client's business
  • Supporting/leading the team in providing a first class level of service by meeting or exceeding contractual SLAs
  • Providing 2nd line Deskside Support across multiple offices (as required)
  • Identification and analysis of trends and reoccurring issues affecting the business
  • Recording and adding to the knowledge and known error database
  • Proactively identifying process, system, template and standard documentation improvement opportunities within the team
  • Following agreed processes and contributing to their continual improvement - assuming responsibility for some in their entirety
  • Managing/Co-ordinating major incidents
  • At least 3 years of experience within Deskside Support of corporate clients and with a minimum of 18 months Team Leader/Management experience is essential.


Technical knowledge of and previous experience of supporting:

  • Windows 7 & Windows 10
  • Office 2013 & 2016
  • Citrix
  • Mobile Device Management
  • Telephony
  • Active Directory
  • Duo Mobile
  • Citrix Director
  • Previous use of a Ticket Management system
  • Good understanding of Incident/Request management and ticket handling
  • Experience of working to SLA's and KPI measures
  • Experience of using/contributing to a Knowledge base
  • Understanding of ITIL is desirable/Foundation qualification preferable
  • Legal sector support desirable but not essential
  • Multi-site support desirable
  • Leadership/Management skills
  • Good organisational skills
  • Excellent Customer Service skills
  • Strong interpersonal skills
  • Ability to manage each Customer as an individual
  • Demonstrative Can do' attitude at all times
  • Punctual at all times
  • Team Player
  • Excellent communication skills
  • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
  • Excellent multi-tasking skills


Information Security

This position is within the defined scope of Plan-Net's Information Security Management System (ISMS). The post holder is responsible for being at all times compliant with Plan-Net's Information Security Policy and all other policies, processes and documentation which relates to information security within the Company as outlined in the Plan-Net Staff Manual.

Tunbridge Wells, UK
Plan-Net Services Plc
Adrian Brown
18/11/2019 12:16:48

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