Helpdesk Team Leader

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Why Work for Us in Proagrica

Explore how you can grow

The future of food sustainability is complex. That’s why over 20,000 customers across five continents rely on our cutting-edge networks, workflow tools and analytics platform to drive change. The key to our success is our ability to empower people to revolutionize the agri-food and animal health supply chains. So if you bring curiosity, ambition and inventiveness, we’ll help you think big, aim high, and explore more.

Helpdesk Team Leader

Due to growth internally and some exciting new changes we are looking for a Helpdesk Technical Lead to join our team. This is an excellent opportunity for someone who enjoys solving puzzles, is a logical thinker and gets a rush discovering the solution to a tricky problem. You’ll also get to use your intellect and people skills every day.

As our Helpdesk Technical Lead, you will work with our applications/systems to undertake analysis, diagnosis, rectification of challenging problems and monitoring the progress made in resolving complicated technical issues. You will lead the team, taking ownership for operating the first/second line components of the Technical Helpdesk within the IT Operations area.

Responsibilities

  • Assisting the team of Support Analysts, which includes:
    • Escalated 2nd 3rd line support queries
    • Providing technical training support
    • Assisting with any Server or environment queries
  • Assisting the team of Support Analysts, which includes:
  • Escalated 2nd 3rd line support queries
  • Taking responsibility for over-viewing the quality of the technical solutions passed on to be supported by the team
  • Working closely with the Helpdesk Manager to make sure tickets are meeting SLAs and a high level of customer service is being provided
  • Contributing to and delivering continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
  • Provide self-help and user guides for Customers (both external and internal) to encourage self-service
  • Some out-of-hours and public holiday support rota work may be required(for which an additional allowance will be made).

Requirements

  • Experience working in a technical support role
  • Have a solid understanding of EDI, XML and XSLT stack technologies, including hands on technical experience
  • Have experience in Customer Service, Customer Success or similar roles
  • Have experience identifying and implementing improvement in process, in technology or for customers
  • Working knowledge of the Unix command line

Desirable

  • Integration experience
  • Previous experience leading a support team.
  • Any additional programming languages e.g. Java
  • Experience with databases – MySQL
  • Any other languages – written & oral
  • ITIL qualified

What’s it like to work here?

Outstanding – you’ve probably already got a feel for what we do and the technology we’re involved with but what’s really stands us out from the crowd is our culture. We’re an agile, dynamic and forward thinking organisation who understands the importance of looking after our staff. We pride ourselves on delivering high-quality products, providing our employees with interesting challenges for their personal and career development whilst also striking the right balance between work and family life.

Women in technology:

LexisNexis® Risk Solutions Group (RSG) is very supportive of women in Technology and has been a founding signature for the Tech Talent Charter. Currently 26.2% of our Technology workforce are women which is much higher than the UK average of 17%. We have the following initiatives in place to support women in technology:

  • Mentoring scheme for women in technology
  • Women’s network forum
  • Regularly run events for schools girl about careers in technology to inspire the next generation of girls in tech.

RSG proudly support the Tech Talent Charter.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or [email protected] .

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