Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
NO AGENCIES PLEASE
Job Description
Job Description
- Manage the Triage team and be a point of contact for any escalations.
- Communicating goals and deadlines to team members.
- Planning workloads and delegating tasks.
- Communicating goals and deadlines to team members.
- Manage incident resolution, ensuring that user service is restored as quickly as possible.
- Reducing the number of Incidents logged though proactive problem management.
- To deal with support calls in an efficient and timely manner.
- To proactively manage the complete IT systems infrastructure including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.
RESPONSIBILITIES AND DUTIES:
- Lead the triage team to ensure incidents and requests are kept within SLA (service level agreement)
- Liaising closely with other team members and departments to ensure that all Incidents are dealt with within contracted SLA (service level agreements) timescales.
- Actively looking for ways to drive the ticket numbers down in the queue and get the best out of the Triage team.
- Proactive Problem management to drive down numbers of Incidents raised.
- Responsible for ensuring the timely restoration of service or escalating where necessary.
- Monitor procedures, review, and update, as necessary. Identify and produce new procedures as appropriate.
- Be able to work 7.5 flexible working hours, 8-6
- Get involved in any other business activities as required
- Work at other NEC locations and client sites if required
Qualifications
Qualifications
- Experience leading a team
- Some understanding of networking,
- Understanding of Windows
- Some understanding of UNIX environments.
- Stakeholder Management Experience
- Eligible for UK Security Clearance
- Experience providing support via Teams
- First Line Experience would be beneficial
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.
Who We Are:
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.
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