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System Analyst Team Lead

2 months ago

Portsmouth UK, Hampshire, United Kingdom Bell Integration - Driving Digital Transformation Full time

Overview

The System Analyst TL will provide 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..


Location: Bay House, Portsmouth

Shift: Monday-Friday 09:00-17:30


The Role


Responsibilities:

  • Understand the strategic vision for the delivering an optimal customer experience by utilising autonomics and upto 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.
  • 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 and documentation


Experience:

  • Working with ITSM platforms.
  • Understanding of IT workflows and ITIL practices
  • Min 1 year experience of during leadership and teem management and adhering to agreed SLA and KPIs
  • Min 1 Year 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:

  • Good verbal and written English communication
  • Previous experience working in a NOC or 1st Line Support environment
  • 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 and 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

Why Join Bell

  • We prioritise internal development opportunities and offer access to our Udemy training platform
  • Competitive Salary
  • Flexible remote working and a supportive environment for varying personal circumstances
  • A diverse and inclusive work culture
  • Modern vibrant workplaces
  • Company pension
  • Private healthcare/dental care
  • Cycle to work scheme
  • And much more


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