Lead Support Consultant

Company Description

Come join us and make a difference in the world

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

**Job Description**:
NEC Software solutions develop software to ensure that National Screening for Adult and Newborn programmes can run efficient services. NECSWS therefore must provide a world class service in support to ensure that the screening of each citizen is met in a timely manner and that the software is robust to cover the screening programmes needs and ensuring that clinical governance is at the forefront of our delivery.

This role will be working as a Lead Support Consultant within the Service Delivery team, where you will:

- Be the primary escalation point for the Support Consultants and manage their workload in collaboration with Service Delivery Managers.
- Understand the contractual commitments in place with NEC customers and ensure incidents and requests are resolved within contracted SLAs.
- Ensure technical support procedures and documentation are in place, fit-for-purpose, and updated regularly.
- Manage the Screening Application Support team’s responsibilities, utilising KPIs to measure performance.
- Organise and manage regular team meetings, individual one-to-ones and perform Performance Reviews for the team as part of NEC’s PDR process. Maintaining an effective skills matrix, driving opportunities for personal development, and supporting individual development needs as well as team capability needs
- Work with members of staff from different teams and build strong working relationships.
- Coordinate the support consultant team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
- Delegate specific responsibilities to team members to create specialization and increase service delivery pace
- Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

The role of Service Desk Lead is home-based; however, travel may be required throughout the United Kingdom to liaise with the team or customers as required to suit the needs and demands of the products.

As a Lead Support Consultant, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

**Qualifications**:
**Qualifications**
- Experience of managing and leading teams
- Strong communication, coaching and feedback skills
- The ability to constantly reprioritise based on business need, and support others in doing so
- Previous personal experience working as a Support Desk Engineer/Analyst or another technical role
- Confident and people-focused
- The ability to handle working under pressure
- Excellent IT skills including good knowledge of MS Office.
- Experience of ITIL processes.

**Person specification**
- Ability to stay calm under pressure.
- Able to establish credibility with customers.
- Can act with limited supervision within own area of responsibility.
- Have a meticulous eye for detail.
- Ability to document work in a clear and concise manner.
- Able to build working relationships with third party suppliers and NHS Organisations.
- Able to establish good working relationships with onshore and offshore Development and QA Teams.
- Capable of communicating with technical and non-technical staff to translate customer requirements and issues.
- Willing to challenge and improve existing processes and practices.
- Proactive and forward thinking to stop problems occurring.
- Capability to multi-task and balance customer requirements and internal priorities.
- Excellent oral and written communication skills.

Additional Information
**Employees of NEC Software Services are entitled to the following benefits**:

- Single Private Medical Cover (with the option to select family cover at an additional cost)
- 25 days paid holiday with the option to buy/ sell 5 days
- 4 x basic salary life assurance cover
- A Group Pension Plan with fantastic employer contributions
- A selection