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KCOM Group
,
Ipswich, Suffolk
Service Support Analyst
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Job Type: Full-time |
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Overview
Cloud Service Desk Lead (Service Support Analyst) Competitive pay and excellent benefits Based in Ipswich At KCOM, providing first class customer experience to our customer portfolio is at our core and we are currently looking for an experienced Service Delivery/Technical Lead to join our Cloud Operations function. Role Summary Primary customer engagement function (L1) Logging and triage of ITIL incidents and Service Requests Initial Event Management triage and escalation Delivery of service-based maintenance and administration tasks Major Incident Management ITSM Tooling Administration ITIL Governance and SLA/KPI Reporting Customer Liaison Key Accountabilities Leading a team of support analysts to ensure that customer SLA's and internal KPI's are met successfully Manages team workflow ensuring that all activities are performed to excellent quality whilst providing exceptional customer experience Leads, supports and coaches staff to ensure that positive performance and career aspirations are fully developed Acts as technical leader for the team whilst collaborating with staff and wider technical communities to drive efficiencies and best practices Forms part of Management Team Community and collaborates with wider Business and/or Technical peers Drives Continuous Service Improvement initiative Required Skills & Experience Ideally certified to ITIL 3 Foundation, ISO 9000/20000 Exceptional leadership skills with track record of developing people and delighting customers Experience of driving exceptional customer experience Strong technical experience of Server O/S (Windows/Linux), Cloud Technologies (AWS/Azure) highly desirable Network Troubleshooting (TCP/IP/DNS/DHCP, LAN/WAN Firewalls( Server Administration, Maintenance and Patching IT Security Fundamentals Scripting and Automation Strong Stakeholder Management Closing Date: 3rd April 2020