End User Services Tl 1

**Description**

The role is to lead and coordinate a team of analysts in the day-to-day running and management of an 24x7 End User Support Team. The role will take an influential lead in managing change and the implementation/development of end-to-end ‘total’ Incident, Request and Remote Desktop processes, based on ITIL concepts.

The position will ensure an effective approach to the management of all day-to-day End-User facing activities and escalations, actively working with the Operations manager and various operational teams, and to some degree, the Client Management Team, assisting in the continual ongoing review and improvements for all services provided.

**Requirements**:
ESSENTIAL KNOWLEDGE/SKILLS:

- Experienced within the ITIL Service lines
- ITIL V3/4 Certification
- 18 months experience in leading a First Line End User Support Desk or at least 2 years of being a Lead Analyst in a similar environment. Must be able to evidence of being in a 2IC role where opportunity to lead or manage a team is demonstrated. (Service Desk, Request Management, E2E Incident Management or Remote Desktop Services)
- Has worked in the IT outsourcing environment before
- Strong organizational and communication skills.
- Advanced Excel and Pivot reporting skills
- Experienced within the ITIL Service Desk
- Positive and adaptable attitude, pleasant and friendly
- Good personal presentation
- Ability to communicate effectively at all levels, both written and verbal.
- Ability to perform well under pressure
- Wants to ensure delighted customers, above and beyond the call of duty.
- Ability to be flexible and adapt to change
- Ability to compile and analyse data

DESIRABLE KNOWLEDGE/SKILLS
- ITSM or Service Now experience
- Demonstrate knowledge and proficiency in working within an ITIL conformant First Line Support Environment, showing intimate knowledge of effective business process mapping and design
- Able to support service take-on’s, and changes to customer requirements
- Has intimate knowledge of implementing a First Line Support environment
- Works accurately and with eye for detail
- Handles in the best interest of both customer and company. Is willing to build a long-term relationship with the Customer
- Ability to facilitate multi-departmental functions, to achieve necessary success
- Ability to continually identify areas of improvement and drive them to complete

STAFF RESPONSIBILITIES:

- End User Support team consisting of +- 15 team members performing duties not limited to Incident, Request and Remote Desktop activities

BUDGET CONTROL:

- To monitor project activities for the assigned client and ensure associated costs or time allocation does not exceed agreed authorised budgets.
- Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs using the support of the Operational Performance Framework. (OPF)

**MAIN RESPONSIBILITIES**:

- Enforcement of ITIL conformant processes to ensure both effective and efficient utilisation of assigned resource and interactive interface with all operation support providers
- Proactive management of the End User Support Team, taking an influential lead in managing change and the implementation/development of an end-to-end ‘total’ Ticket Management process. Continually re-develop processes according to ITIL best practices
- Develop and maintain formal procedures for consistency and increased productivity
- Implement methodologies to improve first time resolution, manage customer perceptions, and build strong internal relationships
- Working within the existing technology, identify ongoing training and other resources to maximize Team effectiveness
- Operate within a Quality Framework, ensuring a consistent high quality output from teams, with the appropriate governance in place to support
- A strong customer service improvement focus, with a constant view to improve
- Trend analysis of outputs from:

- Escalations
- Quality management
- Customer Satisfaction
- Build a qualified End User Support team through innovative hiring and training techniques
- Develop a customer care philosophy that ensures customer satisfaction
- Analyse team performance through various statistical and reporting methods (OPF)
- Effectively manage all day-to-day team activities and escalations
- To work closely with the Operations Manager and assist in ongoing review and improvements within performance parameters, for all services provided
- Effective E2E management of all Incidents and Requests logged, within the customer’s contractual requirements.
- Management of 3rd party Vendors and key client business partner relationships, ensuring contracted services are consistently achieved and improved
- Provide an effective communication point and reference on all business impacting problems or significant disruptive issues, to ensure succinct and timely resolution whilst protecting Computacenter and the Client business
- To ensure ‘client validate