Excellent opportunity to join an IT team that operates at the forefront of their market, working across a variety of sectors.

We are looking for someone experienced in developing for the web, focusing particularly on web based systems.

The Role

You will be responsible for helping to maintain and build websites and web systems for our clients. You will help provide updates to current systems, as well as help in the development of new systems spanning a wide range of areas and sectors.

Experience Required

You must have at least 2 years experience working with PHP, MySQL, Javascript/jQuery, HTML and CSS. These technologies play a key role in the systems we currently build so are a must in terms of experience.

Experience in any of the following technologies are also advantageous: Apache, Linux, Windows Server, Photoshop and Access.

Other Information

You will be based in our Stockton office, working 9.00am to 5.00pm.

If you think you have what it takes for this role, please email your CV to sean@mcwareitsolutions.com

The Role

• Oversee timely delivery of quality technical support services
• Manage requests for change
• Ensuring that helpdesk operators have adequate training and resources to complete their tasks
• Negotiate service level agreements between IT and internal departments
• Provide helpdesk statistics based on key support measurables
• Work to continuously improve user satisfaction on support service

• Vision and Strategy
• Work in accordance with the Leadership Philosophy within the Company
• Involvement in development of Departmental Quality Plan
• Communication
• Clarify goals and expectations with both teams and peers
• Visibility and accessibility with the team
• Performance Management
• Obtain and maintain capable and competent personnel within the area of responsibility, including professional development of personnel
• Effectively manage staff in line with the Company’s objectives through relevant procedures

Key Tasks

• Assessing, categorizing and prioritizing helpdesk tickets
• Assigning tickets to helpdesk operators
• Remind operators about overdue tickets
• Completing technical support tasks
• Completing management of change procedures
• Measure the service level against established service level agreements
• Report helpdesk statistics on a monthly basis

Key Measurables

• Incident response times in compliance with service level agreements
• Resolution response times in compliance with service level agreements
• User satisfaction based on annual user surveys

Key Behaviours

• Communication and interpersonal skills
• Negotiation
• Leadership
• Meet deadlines
• Analytical

Education and Qualifications Specific To The Role

• Bachelor or equivalent education in Information technology or business administration.

Demonstratable Experience Specific To The Role

• Experienced helpdesk operator
• Microsoft Certified Desktop Support Technician or Microsoft Certified Technology Specialist

If you think you have what it takes for this role, please email your CV to chris@mcwareitsolutions.com