Team Lead - Support

Wed 11 Jul 2018

The Technical Support team within the Group IT function is responsible for facilitating the resolution of approx 2000 service requests/incidents per month relating to Pensions administration software platforms.  This can be from a simple password reset to a complex pension scheme valuation.  The team operate a flexible service and is the go to point for many application incidents and service requests.  A large part of this role is to ensure that system processes have completed successfully and that reports are produced to verify such.  The main function of the team is key to ensuring that a consistent service offering is made to our Pension clients and Technical issues are resolved in a timely.

Objective of job

The support analyst works in a busy team and is responsible for delivering in a timely and accurate manner, technical BAU support for in scope applications as used by the Equiniti businesses.  This will require an organised and inquisitive individual who can take responsibility and ownership of problems and deliver resolutions using initiative.

Key Responsibilities

  • Managing the facilitation of the completion of a number of established support processes within agreed SLA’s.
  • Escalations to senior management where required (incident severity etc).
  • Proactively assisting with maintaining stable administration software platforms
  • Facilitating access management requests to Pension databases (including resetting passwords and clearing database locks).
  • Logging incoming support calls, taking the necessary steps to action or redirect as required.. Line Managing in a team environment across a rota basis.
  • Involvement in larger pensions projects when required to do so
  • Completing delegated actions from Support Team Manager
  • Manage the work within the agreed KPI/SLA as applicable

Qualification & Skills

Mandatory

  • Candidates should have passed qualifying degree examinations and awarded bachelor’s degree. Preferable in engineering/technology
  • Candidates should have 3 years of experience in IT infrastructure monitoring 
  • Communication skills – strong verbal and written.
  • Planning and organising and is able to plan and organise own work, in order to meet own and team objectives in a timely manner.
  • Able to understand and work within defined processes and procedures.
  • Systems and Support analytical skills.
  • Relationships – able to build relationships at all organisational levels.
  • Solutions and results oriented. 
  • Experience in handling Global clients remote support
  • Prepare and Update the knowledge base as applicable
  • Good Knowledge on windows servers, NLB, Cluster, Backup management and Web applications.
  • Excellent verbal and written communication skills in English.
  • Basic knowledge of Microsoft SQL databases 
  • Basic knowledge of Print Services, TCP/IP and Network connectivity.
  • Undertake 24x7 shifts

Desirable

  • Preferable ITIL Foundation Trained/Certified
  • Preferable MCSE or MCSM.
  • ITIL v3 certification.

Personal Traits

  • Excellent verbal and written communication skills in English.
  • Highly process orientated 
  • Desire to learn and ability to quickly implement learnings.
  • Troubleshooting skills
  • Should be a good team player, highly motivated and ambitious

Trust 

  • Acts with integrity and high personal standards in dealings with others
  • Treats others with respect, openness, honesty and fairness (empathy)
  • Creates the right blend of support and challenge – for self and others
  • Maintains the organisation’s reputation for high standards of business conduct. 

Building Relationships

  • Adds values and builds true partnerships
  • Effectively manages expectations to achieve a positive outcome
  • Makes a strong positive impact and professional impression
  • Builds effective networks (internally and externally)
  • Effectively communicates with key stakeholders and clients
  • Motivate others to meet and exceed customer service standards by creating the right working environment and relationships.

Belief 

  • Is passionate and believes in what we do and who we are
  • Champions collaboration across the business for the benefit of Clients and Customers
  • Maintains their motivation and commitment, despite changes in direction
  • Consistently demonstrates the Equiniti Group Values, even under pressure.

People

  • Positive, enthusiastic and supportive of others
  • Promotes teamwork and works effectively with others to achieve own and wider business goals
  • Leads in sharing good practice, knowledge and experience with others
  • Embraces challenges and responds quickly and positively to change
  • Is receptive, flexible and resilient
  • Adopts personal style to suit the situation and needs of others.

Excellence 

  • Passionate about delivering service excellence and putting the Client / Customer first
  • Works hard to get it right first time and keep promises and commitments to others
  • Pro-actively takes actions and works with others to enhance our performance and reputation

Assumptions

  • L3 Support will be provided from Onshore.