Project Implementation and Training Team Leader

2 weeks ago

Reading Berkshire, United Kingdom KYOCERA Document Solutions UK Full time

This role is a 3rd Line Team Leader role with Incident Problem Management Responsibilities. As 3rd Line TL, you will be responsible for defining, managing and enhancing IT Problem Management processes in line with ITIL principles to ensure a high level of customer service is achieved and maintained. Providing 3rd line support across all technologies of the managed service portfolio and managing a team of driven individuals.
As a Problem Manager, you will be someone who has experience of handling SLAs and KPIs to help mature IT processes and procedures.
Excellent knowledge of ITIL Service/Incident/Problem Management (ITIL Version 4) would be advantageous.
and maintaining the Problem Management Policy/Framework
trend and root cause analysis of recurring incidents, as well as aiding technical investigation of Problems to expedite resolution
reduce ticket volume and repeat efforts as a result of effective problem management.
relationship management across all internal and external support functions to achieve improved Incident and Problem resolution
maintain a problem database and a known error database, documenting the details, status, and workarounds of all problems and known errors.
produce and analyse problem management reports and metrics, identifying trends, patterns, and risks, and recommending proactive measures and commercial opportunities to prevent recurrence of incidents and improve service quality.
own recommendations resulting from root cause analysis.
technical team leadership, 3rd Line support and guidance to the Service Desk Team.
with Service Desk Manager to effectively support and develop the Third Line functions on a day to day basis.
people manage the team, including sickness, motivation, morale, training and defining success (once agreed)
develop a training program to ensure appropriate levels of knowledge is readily available for the teams (knowledgebase)
produce scheduled and ad hoc reports as required by management
document and report on all Internal Infrastructure with the aim to highlight risks and mitigation plans.
document and report on all customer Infrastructure with the aim to highlight risks and mitigation plans
of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions
Provide support for internal and Delivery I.T projects with relevant technical documentation.
To support any emergency Business Continuity and/or Disaster Recovery actions if required.
liaise and manage any escalated faults with 3rd party suppliers for major incidents or network improvements.
worked on an IT service desk.
Desktop, Networking, Server year experience.
Phone Manner
It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

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