* Competitive salary, pension, employee assistance programme.
* Great perks available and staff discount.
* Based in Barnstaple.
End User Support Lead
Salary up to £40K DOE
Monday to Friday in Barnstaple location. 
 
About our Client:
We? are proud to be working exclusively with an independent merchant in the South of England, operating through five core divisions (Build, Timber, Plumbing & Heating, Roofing and Electrical), primarily serving trade customers with an extensive range of products with over 150 sites across the South of the UK.  
 
What is the purpose of the End User Support Lead?
This role of End User Support Lead reports to Head of Group IT Support, as part of the Service Desk team as the second line technician resource, with the aim of supporting the business to further improve their transactional systems, and accelerating their data and digital strategies.
 
Currently focused and competent in the following areas but not limited to, printing, mobile and static phones, MDM software, networks, ITIL and Service Desk processes you will take the lead to resolution prior to passing calls to their service providers. Planning, analysis, driving problem resolution, and liaising & building relationships with colleagues in IT and across the business will be a key success factor in this role.
 
You must have an exceptional eye for detail and delivering a high level of customer service whilst being able to mentor others in ensuring it is a standard for the rest of the IT team. Having the customer first attitude will be a theme that runs through everything you do. Most important is that you have a flexible approach, are good at solving problems and can communicate clearly. 
 
What are the role and responsibilities of the End User Support Lead?
* Diagnosing and resolving support tickets from 1st to 3rd line in a timely manner, ensuring the customer is kept up to date throughout the process escalating complex or unresolved incidents to third line and third-party resources as appropriate.
* Systematically interpret user problems and identify solutions and possible side effects providing clear communication to the team to ensure that knowledge of issues and fixes is shared.
* Manage computer hardware and software support and maintenance.
* Manage VoIP telephone systems.
* Manage Copy, Print & Scan functionality.
* Act as a routine contact point for the 1st Line team.
* During change, act systematically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
* Lead and Mentor Junior team members, assisting them in both their daily requirement and enhancing future skills.
* Address problems and identify areas where user training and guidance to avoid repeat calls.
* Work with the management team to ensure data is reportable ensuring all calls have a full and accurate data set.
* Lead investigations into IT-related problems and review related failures in processes in order to minimise future service interruptions.
What Qualifications and Experience will you need as the End User Support Lead?
* Proven experience working within an IT Support environment, in a hands-on IT support role, with a good knowledge of IT support tools.
* Good understanding of cloud technologies and ERP systems.
* Independent and resourceful, escalating timely issues where appropriate.
* Can build strong relationships with colleagues within IT and across the wider business.
* Highly organised and displays strong attention to detail.
* Excellent listening, communication, and customer service skills.
* Excellent analytical and problem-solving skills.
* Highly self-motivated, enthusiastic and passionate about IT Service Management. 
* ITIL qualification - desirable, with experience working within a loose ITIL environment ensuring best practices are implemented when beneficial and appropriate 
* Ambition to improve and progress 
What will you get in return? 
* Salary of up to £40K DOE
* Company Perks, a national scheme for retailer discounts.
* Length of service, Increased entitlement of 1 day after 10 years and a further day for every 5 years.
* Holiday entitlement, 30 days including Bank Holidays.
* Maternity/Paternity Pay, after qualifying period and terms.
* Life Assurance, x3 Annual Salary.
* Pension (Scottish Widows), 4% Company, after qualifying period.
* Staff Discount, after qualifying period.
* Training and career progression
 
You’ll be joining a friendly and welcoming team with an excellent benefits package which includes a competitive salary, pension, employee assistance programme, perks membership and staff discount.