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Deputy Helpdesk Manager

January 9, 2024 | Comments Off on Deputy Helpdesk Manager

Summary

Here at Gleeson the IT department is responsible for the delivery and support of all aspects of technology within MJ Gleeson PLC. The function is responsible for all the operational aspects of IT including helpdesk, laptop support, network, and cloud infrastructure; development, implementation, integration, and support of applications; and delivering projects and change.

This will be a demanding role and you will need to demonstrate previous experience of working in a helpdesk environment and be able to meet the IT support demands of a growing company. This role would suit someone who has previous experience of working in a busy helpdesk environment with knowledge of Microsoft technologies and cloud computing.

  • Travel between office locations and sites will be necessary to support our user base and assist in project deployment
  • Weekend/Bank Holiday cover when required

Package

  • Generous holiday entitlement of 26 days per annum + bank holidays
  • Choice of company car or car allowance
  • Discretionary Bonus Scheme
  • Holiday Buy Back Scheme
  • Company Pension Scheme
  • Private Medical Insurance Scheme
  • Healthshield membership
  • Life Assurance Scheme
  • The opportunity to join our Share Purchase Plan upon completion of a year working with Gleesons

Main Responsibilities

The successful candidate will assist in supporting the helpdesk manager, hardware and software for a growing user base of 800 users spread over 10 permanent sites and over 80 temporary sites:

  • * Working within the helpdesk function to assign incidents within the team and see them through to resolution
  • * Provide overall application support, including monitoring of helpdesk system for any application/hardware related issues providing an escalation point for 2nd line support escalations.
  • * Liaise with 3rd party application providers to resolve any support issues logged, through to conclusion
  • * Contribute to reviews with 3rd parties and suppliers in relation to software and services provided
  • * Support the Business Analyst Team and wider IT Team in ticket review, problem solving and resolution. Suggesting improvements through the demand process.
  • * Providing support to regional teams including regular face-to-face visits
  • * Responsible for providing excellent customer service in all interactions with customers
  • * Resolve issues as the first point of contact whenever possible

Required Skills:

  • * Hardware build, configuration, and deployment
  • * Windows 10 & 11 support
  • * Office O365 support
  • * Network printer support
  • * SharePoint
  • * Microsoft Teams
  • * Microsoft Autopilot/Intune
  • * Azure
  • Active Directory
  • Microsoft Office 365 support and administration:
  • User account management
  • SharePoint support

Active Directory administration:

  • User account setup and administration

Deployment and management of mobile and fixed telephony:

  • Hardware configuration
  • User access and permission management
  • Mobile Device Management software

Previous experience with COINS ERP would be advantageous

Ideal Candidate

  • Excellent time management
  • Ability to work to deadlines
  • Comfortable in an agile and fast-paced environment.
  • Superb communication skills.
  • Ability to work independently and with others.
  • Extremely organised with strong time-management skills.
  • A continuous improvement mentality.
  • Experienced working with Microsoft applications (Excel, PowerPoint, SharePoint), JIRA, and COINs.
  • An eagerness to learn and progress.
  • Team player, with the ability to work in a standalone environment
  • Full driving license
  • The ability to travel and stay away overnight as required

Experience and knowledge of:

  • Microsoft Windows (Windows 10 & 11)
  • Microsoft Office 365
  • SharePoint
  • Microsoft 365 admin centre
  • Microsoft Intune
  • Active Directory
  • COINS
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