G3 - Team Lead (Library)

CPL

Galway

Job Description. The Team Lead will supervise the day-to-day activities of the Library and IT Service Desk Team. H/She will be able to answer queries escalated to them. The Library and IT Service Desk team provide a high quality, customer focused Library and IT support to a wide-ranging customer base. They Library and IT Service Desk staff are the first point of contact for all Library and IT queries and all such queries must be dealt with in a timely and appropriate manner. The Team Lead will be responsible for: Organising the workload for the team and ensuring that the right resources are available and assigned to both Library and IT related tasks. Ensuring tickets are categorized and dealt with effectively. Ensuring the Library online chat service is available, and queries are dealt with. Developing and maintaining key metrics and dashboards to monitor progress and performance. Participate in the Library and IT Service desk rota providing support to users at the service desk. Act as a point of escalation for complex or escalated queries. Job Requirements. Previous experience in a supervisory or team lead role. Experience in managing and coordinating a multi-skilled team in performance and productivity. Experience of working in a customer service environment. Proactive approach to finding information and offering improvement for others. Strong people skills and a desire to help others develop. Ability to communicate effectively, verbally or in writing, flexing approach to adapt to different needs. Experience of working with a variety of relevant computer software applications (e.g. MS Office, Email, online applications, Helpdesk systems. Strong knowledge of computers and OS, mobile devices and general computer software. Essential Technical/IT Skills Required. Experience using Windows Operating system (7/10. Excellent IT skills with proficiency in M/S Office suite. An aptitude for computing and general ICT support, sufficient to quickly pick up the use and support of current systems and new technologies. Experience in WIFI configuration and diagnosing issues with same. For more information regarding this role please contact our commercial desk on 091 507 500 or email an updated CV to galway@cpl.ie. This job originally appeared on RecruitIreland.com.

1779 days ago