L1 IT Systems Analyst Team Lead
Full Time
Permanent
Portsmouth (5 days per week onsite in office)
£30-33K basic + benefits
Are you an experienced IT Systems Team Lead looking for a new challenge?
Do you have a background in IT Service desk, ITIL practices and ITSM platforms along with knowledge of Windows or Linux OS and app or database support & team leadership/management experience?
Here at ARM we are recruiting for a full time permanent IT Systems Team Lead for a global IT services and consultancy client of ours.
Our client:
They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Responsible for:
Providing team management to L1 technical system analysts. The TL will help deliver client services by utilisation of autonomic technology to help diagnose and remediate reactive customer requests via multiple channels such as ITSM platform / phone calls / chat and emails and proactive requests via monitoring solutions. Working closely with the wider members of the delivery team in the AI and Data practice will be a key element of the role to help deliver a world class service to the clients in the practice that are from a wide range of areas in the industry.
Responsibilities:
Team Management:
- Understand the strategic vision for the delivery of an optimal customer experience by utilising autonomics and up to L1 technology expertise within the team to fulfil proactive and reactive requests, and plan the long-term direction of the team.
- Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
- Responsible for the recruitment and line management of the team
- Identify training requirements, provide mentorship to the team and peers in Bell where needed
- Support the team with the development of technical skills needed through training courses and shadowing sessions
- Oversee the shift rota(s) ensuring appropriate level of support is always available
- Support the development of tools and processes that reduce/remove unnecessary tasks, maximise productivity and ensure SLAs/KPIs are met
- Ensure that changes to support, or to the tools used to provide support, are communicated effectively to the team
- Promote a culture of continuous improvement within the team. Ensure that both internal teams within Bell and customers have a positive experience with the team engagement.
Service Management & Reporting:
- Manage the Ticket Quality process and utilise automation to ensure adherence to SLAs/KPIs providing feedback and identifying areas for improvement during 1:1s and team meetings for continuous service improvement and training
- Provide and utilise metrics to help maintain and improve performance, deliver efficiencies and customer satisfaction
- Liaise with Service Delivery Managers to ensure the highest level of customer service is being delivered
- Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements
- Responsible for producing reports (both defined and ad hoc) in timeframes as required by the service
- Create and update all procedures, work instructions, Knowledge Base articles, technical resolutions & documentation
Qualifications:
- Good verbal and written English communication
- Previous experience working in a NOC or 1st Line Support environment is desired, though training will be provided where necessary for the right candidate
- Demonstrable experience of delivering exceptional Customer Service
- Positive and enthusiastic team player
- Accurate and logical approach to problem solving
- Ability to understand and follow documented incident processes
- Ability to work under pressure to agreed targets in a fast-paced environment
- Knowledge of Service operations and processes.
- Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
- Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
- Disciplined prioritisation, time management & scheduling abilities both for projects and individual tasks
- Willingness to learn quickly and adaptable as the situation requires
- Strong attention to detail and accuracy
- Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
- Strong emphasis on delivering an excellent customer experience
- Ability to learn new skills while following agreed operating procedures
- Have a logical approach to problem solving
Experience-
- Working with ITSM platforms.
- Understanding of IT workflows and ITIL practices
- Min 1yr experience of leadership and team management and adhering to agreed SLA and KPIs
- Min 1Yr exposure using and troubleshooting at least L1 technology support in one of more of the following area - Application / Database / Windows or Linux OS /
Networks / Firewall / Storage / Backups-
- Experience working in a Contact Centre desirable with 1st line support
- Customer service and administration
Qualifications-
- ITIL Certification (Foundation) desirable but not essential
Some of the benefits include:
- Healthcare and dental insurance
- Company pension is matched up to 5%
- 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
- Life assurance - 4 x annual salary
- Cycle to work scheme
- Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
Please contact me directly on -
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.