Shift Team Leader Exeter, England
BT
Full Time
Exeter, England
31188 - 61055 GBP ANNUAL Today
Job description
Shift Team Leader
Job Req ID: 13540
Posting Date: 04-May-2023
Function: Commerical Services
Location:
Exeter (R620), Exeter, United Kingdom
Salary: Competitive Salary plus shift allowance and benefi
Why this role matters
This role will be responsible for ensuring that the Contract requirements for Service Desk Tower are met (Schedule 2.2) and all SLAs (Schedule 13) are met or exceeded. You will be responsible to ensure priority tickets are managed and resolved in a timely maner while keeping key customer and management updated on progress, to ensure impact is minimised for the policing operation.
Your Accountabilities
- To ensure priority tickets are managed and resolved in a timely maner
- Keep key customer contacts and management with regular updates of high impact incidents.
- Hold bridge meetings during high impact incidents were required.
- Escalation of calls to other support teams or 3rd parties as necessary
- Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
- Maintain relationships with contractual service providers and internal IT resolver groups.
- Restore normal service to the user as quickly as possible, provide in excess of 55% first call fix rate
- Contribute to knowledge documentation activity
- Active Directory account administration
- Exchange account administration.
- General Microsoft Windows application support and installation. SCCM deployment.
- Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests, and faults.
- Experience of remote diagnosis and fixes via RDP, or other remote-control systems.
- Providing first line support for multiple customers or towers with differing requirements and technologies, such as desktop estates, WAN support etc.
- Meeting SLA’s as defined in the customer service delivery manual
- Operate within agreed security frameworks.
- Adhere to all company policies and process.
- Offer support to wider teams to support with SLA drivin work
Skills required for the role
- Work well under pressure of managing high priority tickets and supporting the desk all with contractual SLA.
- Ability to follow well defined procedures and attention to detail.
- Adaptabilty, flexibility to changes in working practices and requirements
- Competent Communication skills: ability to translate technical into non-technical at all levels internally and externally
- ITIL knowledge
- Active Directory and Exchange Online skills advantageous but not required.
Experience
- Previous operational experience within a service desk.
- Having previous experience with managing high priority incidents and keep key business areas updated is advantageous.
- ITIL process experience required to deliver the role
- Be responsible for process briefing/training where required
- Must have the ability to gain National Security Vetting clearance to SC level + customer specific extensions, which requires residence in the UK for a minimum of 5 years.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
