Sandra Hopkin

Telephone: (0114) 22 21179

Manage the IT Support Team to ensure all services provided by the team are fully operational. Ensure the team delivers levels of performance that will meet departments’ needs in line with agreed SLAs
Ensure that all members of the team respond to users in an appropriate manner and maintain quality of service
Act as the escalation point for staff if they encounter difficulties dealing with a user
Oversee the training of all staff within the team and encourage individual development; provide advice and training on Health and Safety issues and ensure that staff are formally trained in compliance with University regulations
Provide problem-solving advice service to face to face, e-mail and telephone callers