Talent.com
GSA - Global Student Accommodation
Helpdesk SupervisorGSA - Global Student Accommodation • Bristol, England, GB
Helpdesk Supervisor

Helpdesk Supervisor

GSA - Global Student Accommodation • Bristol, England, GB
30+ days ago
Job type
  • Full-time
Job description

Join to apply for the Helpdesk Supervisor role at GSA - Global Student Accommodation (Bristol, England, United Kingdom).

Reports to: Global IT Operations Manager.

Responsibilities

  • Supervise and mentor the second-line IT support team, ensuring efficient ticket resolution and adherence to SLAs.
  • Collaborate with the outsourced first-line support provider to maintain service quality, troubleshoot gaps, and align processes.
  • Escalate critical issues to third-line support teams or external vendors as needed.
  • Monitor and enforce agreed response and resolution times using ITSM tools such as FreshService.
  • Prioritise and assign tickets based on urgency, complexity, and global time zones.
  • Develop and update knowledge base articles, procedures, workflows and training materials for internal teams and outsourced partners.
  • Analyse performance metrics such as ticket backlog and user feedback to identify trends and recommend improvements.
  • Resolve escalated hardware and software issues such as Microsoft 365, Active Directory, and network troubleshooting.
  • Partner with infrastructure, cybersecurity and third-party vendors to resolve systematic issues.
  • Generate weekly or monthly reports on team performance, SLA compliance and system uptime for senior leadership.
  • Act as a bridge between technical teams and non-technical stakeholders to ensure clarity and alignment.

Qualifications

  • Education: Bachelor’s degree in IT, Computer Science or a related field, or 5+ years of equivalent IT experience.
  • Experience: 5+ years in IT support roles, including 2+ years in leadership such as supervising teams or managing vendor relationships; experience working in global hybrid environments and coordinating with outsourced providers.
  • Technical Skills: Proficiency in ITSM platforms such as ServiceNow or FreshService, Microsoft 365, Entra Azure AD, MS Intune or other MDM solutions and remote support tools; familiarity with networking fundamentals TCP/IP VPN DNS and cloud platforms AWS and Azure.
  • Certifications: Preferred certifications include ITIL, CompTIA A+ Network+ and HDI.
  • Soft Skills: Strong communication skills for collaborating with global teams and external vendors; process-driven, problem solving, conflict resolution and ability to thrive in a fast-paced environment.

Seniority Level

Not applicable.

Employment Type

Full-time.

Job Function

Science and Consulting.

Industries

Civil Engineering.

#J-18808-Ljbffr
Create a job alert for this search

Helpdesk Supervisor • Bristol, England, GB

Similar jobs

Kubernetes & Cloud Solutions Architect (Onsite)

Hewlett Packard EnterpriseBristol, England, GB
Full-time

Hewlett Packard Enterprise in Bristol is seeking a Technology Consultant to join their Hybrid Cloud Delivery team.The role requires expertise in developing scalable Big Data solutions while working... Show more

 • Promoted

Contracts Supervisor

Davies TurnerThornbury, Gloucestershire, GB
Full-time

Do you have the following skills, experience and drive to succeed in this role Find out below.Location: Severn Beach, Bristol BS35.Job Type: Full - Time, Permanent.Hours: Monday - Friday, hrs (37.D... Show more

 • Promoted

Crushing and Screening Engineer

Neos Recruitment LimitedWoollard, Somerset, GB
Full-time

Ready to make your application Please do read through the description at least once before clicking on Apply.Competitive Salary + Overtime + Company Vehicle + Benefits.NEOS Engineering Recruitment ... Show more

 • Promoted

System Engineer Lead

Tatton RecruitmentFilton, England, United Kingdom
Temporary

World Class Defence Organisation based in Bristol is currently looking to recruit a Command & Control Sub-System Engineering Lead subcontractor on an initial 6 month contract, with very likely exte... Show more

 • Promoted

Senior Splunk Platform TAM for Enterprise Adoption

CiscoBristol, England, GB
Full-time

Cisco is searching for a Splunk Technical Account Manager in Bristol, UK, who will provide expert guidance and support to optimize customer usage of the Splunk platform.This role directly influence... Show more

 • Promoted

Helpdesk Consultant (Full-Time)

Hargreaves LansdownBristol, England, GB
Full-time +1

Resourcing Team Leader at Hargreaves Lansdown.We have a new position open for a Helpdesk Consultant to join our leading financial helpdesk, either in our Investment or Pension department.You’ll be ... Show more

 • Promoted

Building Surveyor

Talent FinderBradley Stoke, ENG, GB
Full-time

Building Surveyor| Bristol | Full Time | £28,000£36,000 per annum.Founded in 2019, our client is a Bristol-based Property and Construction Consultancy, providing Building Surveying, Pro... Show more

 • Promoted

M&E Supervisor SF6

TURNER & LOVELL LIMITEDBristol, ENG, GB
Full-time

M&E Site Supervisor - HV Substations (GIS & SF6 Specialist).Location: UK Wide (National Grid Infrastructure Sites).Contract: Long-term programme of works (initial placement with extensions ... Show more

 • Promoted

FANUC Robotics Trainer

Upbeat Ideas UK LtdBradley Stoke, ENG, GB
Full-time

Role: FANUC Robotics Trainer / Subject Matter Expert (SME).Experience: 8+ years of FANUCrobotics experience with prior.Deliver instructor-led Fanuc robotics training to operators, technicians, and ... Show more

 • Promoted

Multi-Utility Designer

Last Mile Infrastructure LimitedBradley Stoke, ENG, GB
Full-time

Join a leading utilities company recognised for innovation and service excellence.At Last Mile, we deliver high quality solutions across the multi-utility sector, and as our team continues to grow,... Show more

 • Promoted

Senior Cloud Architecture Lead — Remote & Flexible Hours

Made TechBristol, England, GB
Remote
Full-time

Made Tech is seeking a Lead Technical Architect to drive growth in cloud-based architecture solutions.The role involves working closely with clients and delivery teams to design and deliver innovat... Show more

 • Promoted

Senior Platform Engineer (RHEL)

LeonardoYeovil, England, GB
Permanent

Salary Range: £44,171 - £61,950.Leonardo UK operates a grade-based salary framework with broad bands.The salary range shown reflects the approved grade band for this role, or a narrower hiring rang... Show more

 • Promoted

Commercial Roofing Team Leader

Vibe Recruit LimitedAust, ENG, GB
Full-time

Commercial Roofing Team Leader.Newport / Bristol / Surrounding Areas of the Severn Bridge.Commercial Roofing Team Leader.This is a hands-on leadership role where you'll supervise a team of roof... Show more

 • Promoted

Junior Ethical Hacker Placement Programme - no experience needed

IT Online LearningBradley Stoke, ENG, GB
Full-time

This is a self-funded training programme, and fees do apply.Trainee Ethical Hacker £35,000£65,000 Job Programme.This is a self-funded programme that leads to employment, fees apply.Comp... Show more

 • Promoted

System Engineer Lead

Certain AdvantageFilton, Gloucestershire, GB
Temporary

World Class Defence Organisation based in Bristol is currently looking to recruit a Command & Control Sub-System Engineering Lead subcontractor on an initial 6 month contract, with very likely exte... Show more

 • Promoted

Senior Architect (Revit)

Morson EdgeBristol, ENG, GB
Full-time

As the demand for our expertise continues to grow, we now have an opportunity for an experienced Architect to join our team in Bristol.You will be supporting high profile projects across all a rang... Show more

 • Promoted

Gas Installations Engineer

ao.comBS11 0YB, ENG, GB
Full-time

Fuel your future with AO – and unlock serious earning potential.We're all about making work, work for you.With a shift pattern designed for real life, you'll have the flexibility you ... Show more

 • Promoted

Operate Service Manager

apto solutionsClifton, Bristol, GB
Full-time

Apply fast, check the full description by scrolling below to find out the full requirements for this role.Apto Operate is our managed service for telemetry, security, and observability platform man... Show more

 • Promoted

Workshop Engineer

DaikinBradley Stoke, ENG, GB
Full-time

Competitive Salary + Bonus + Benefits.Do you have Air Conditioning, Refrigeration and/or Electrical hands-on experience, looking to further learn and develop your technical knowledge?\n.Join our vi... Show more

 • Promoted

SEN Cover Supervisor

Hanson Recruitment LtdBradley Stoke, United Kingdom
Full-time +1

Cover Supervisor with SEN Experience.Part- or full-time roles during school hours.Hanson Recruitment is working with a large number of schools across the South-West which require teachers, teaching... Show more