Helpdesk Technical Lead

Company Description

SGS is the world’s leading Inspection, Verification, Testing and Certification company, with over 89,000 employees in 2,600 locations around the world. We deliver solutions to a wide range of key sectors and industries in Ireland; our solutions support Government agencies and enterprises in dynamic sectors such as Transport, Trade and Life Sciences, to help organisations and consumers to stay compliant and safe.

This role requires a dedicated and experienced IT Support Specialist with a strong background in providing technical assistance to end-users. Skilled at troubleshooting software, hardware, and network issues, as well as managing system updates and installations. Ability to mentor and upskill a technical team. Ability to explain items of a technical nature in an operational friendly manner at client facing meetings. Proven ability to communicate complex information to users of varying technical levels. Committed to improving system uptime and network reliability. Must always be looking for ways to upskill and improve efficiency. Working as a Team is a must.

Job Description

Technical lead of our Helpdesk support team supporting a government contract in SGS Ireland, based in Naas Co Kildare. Role requires incidents and user queries to be dealt with in a professional, timely and efficient manner.

Reporting directly to the Helpdesk & Support Manager, you will be responsible for managing the Client Support Agents. Your role will involve supporting our clients through monitoring, planning, training, reporting, and team development, with a primary focus on ensuring service levels and contractual performance indicators are met in line with SGS's expected service deliverables. A particular focus will be on technical troubleshooting and escalation management. You will also be responsible for mentoring and upskilling the technical abilities of the team.

Primary Responsibilities

• Lead and manage client complaint handling in accordance with company procedures, escalating issues to appropriate staff for investigation when necessary.
• Clear Communication with the Client on all technical issues, via face to face, email, phone and ticketing solutions including attendance at the monthly performance meeting and contribution to the monthly reporting.
• Maximize staff potential by leading performance management and development initiatives.
• Coordinate and participate in team training sessions, preparing, delivering and evaluating training materials as needed.
• Act as the first line of support for your team and customers regarding any equipment or software issues.
• Escalate technical issues to third-level support in a clear and timely manner.
• Liaise with third-party providers and hardware support engineers when necessary.
• Manage and resolve IT issues both locally and remotely across multiple sites.
• Participate in and contribute to workshops and process improvement meetings.
• Ensure all IT tickets raised are handled efficiently and in accordance with company procedures and service levels.
• Address incidents and problems escalated from customers over telephone and email.
• Microsoft Dynamics CRM 365 incidents and problems.
• Microsoft Windows incidents and problems, both server and client OS
• WAN/LAN connectivity issues.
• Customer Equipment and software issues
• Overall security incidents and problems
• Replication of reported issues
• Escalation of technical issues to 3rd level support in a clear and timely manner within the service level time frames.
• Monitoring and meeting of all service levels required by the contract.
• Daily monitoring of network and infrastructure issues
• Liaison with third party providers such as network provider and hardware support engineers
• Maintenance of all contract assets within client sites including upgrade, replacement, and installation of hardware
• Management of users on AD, Phone Systems and Microsoft applications.
• Dealing with IT issues both locally and remotely across multiple contracts.
• Reporting to Help Desk and Support Manager on progress of various tasks.
• To lead by example in the creation, maintenance and review of technical knowledge-based articles.
  
  

Qualifications

• 3rd Level Qualification in IT related discipline
• 2-year experience in IT Helpdesk Support, other experience may be considered.
• Valid EU work Visa or eligible to work in Ireland.
  
  

Additional Information

Skills & Knowledge

Essential

• Strong networking knowledge, good understanding of switches/routers/cabling
• Strong Analytical and problem-solving abilities
• Excellent communication skills a must.
• Fluency in both written and spoken English required for Telephone Support.
• Candidate should be able to work on own initiative and as part of a Team.
• Candidate should have an excellent attention to detail, regardless of deadlines and Service Levels.
• Strong knowledge of Windows Operating Systems (Win10,11).
• The candidate will be working on several systems, so needs to have the ability to prioritize issues depending on Service Level’s and user’s requirements.
• Microsoft, or another technical certification a plus.
  
  

Expected Behaviours

• Integrity, flexibility, working under own initiative
• Professionalism; with the client, contractors and colleagues at all times
• Compliance with SGS policies and procedures
• Team player / Leadership