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Technical Support Team Lead, Savills

London and Hybrid
Full Time, Flexi Time
TBC

Role Overview 

An excellent communicator and leader, you will be a quick thinking and energetic person looking for a new challenge. You will have a strong technical understanding of networking, infrastructure and application. Responsible for providing technical support. 
Provide the day to day support and act as the first line escalation to the regional IT Technical support team to ensure it provides an effective and efficient IT support service to Savills and exceeds their expectations.  
Responsible for end to end ownership and resolution of all IT support incidents and requests managed by the technical support analyst team. 
A passionate IT Professional with 5-7 years’ experience in second line IT Position, with team leading experience. Provide an escalation point of contact for the team. Provide cover for the London and South East Team Lead, The Service Desk Team Lead and the End User Support and Customer Relationship Manager. 
Demonstrate Project management experience, organising and managing resources ensuring projects are completed within defined scope, quality, time and cost constraints.
Act as the primary escalation point for our co-source partner, to attend Service Review Meetings and ensure the service is running as expected.  Monitoring SLA Performance and speaking with heads of office to determine customer satisfaction.  Highlighting and escalating all concerns to the End User and CRM manager and the Head of IT Service Delivery.

Team Overview

Savills culture is one of trust and respect, teamwork and collaboration. Our teams and our clients benefit when we work together, listening to and learning from each other.  Above all, we value the motivation of our people. This is evidenced by our wellbeing offer, our capability to facilitate flexible working and our support to enjoy a healthy work life balance.

We are a fast paced, hard working team who support over 7,000 people across the UK and Europe, this role sits in the Technical Support area of IT Service Delivery and consists of 12 people across the UK.

Key Responsibilities of the Role

•    Ensure the resolution of all IT incidents and service requests within agreed Service Level Agreement (SLA)
•    Successfully follow the agreed ITIL processes and procedures, whilst continually reviewing to find improvements to the current incident and service request processes
•    Management of difficult situations with the business in a timely fashion, communicating in a clear and effective manner
•    Managing and measuring ITIL processes such as SLA’s, Incident, Change Management, Problem management, Asset and Configuration Management and IT Service reporting.
•    Working closely with other end user support team leads, Application support and the infrastructure teams.
•    Working alongside third line support including, monitoring, troubleshooting and improving service delivery.
•    Ability to discuss and resolve technical issues with other technical staff and business contacts.
•    Continually look for ways to improve the overall support services to Savills.
•    Provide support for all remote working services.
•    Provide support for Savills core applications/services.
•    Involved in desktop and laptop build process.
•    Review the audio visual function and provide support and improvements.
•    Responsible for IT knowledge management to ensure the necessary information up to date and is available to the right people at the right time.
•    Third party Management of Co-sourced partner for your regions
•    Management of support projects to agreed time scales.
•    End to end ownership and accurate ticket logging of all incidents and service requests, where necessary.
•    Resolution of incidents and service requests within agreed SLA times.
•    Investigate ways to continually improve the overall support service to Savills.

Measurements:-

•    Ensure the successful resolution and end to end ownership of all incidents and service requests by.
•    80% of all incidents and service requests resolved within the agreed SLA.
•    Ensure customer satisfaction improves year on year.
•    Feedback from business contacts, team members and IT staff.

Skills, Knowledge and Experience

Technical experience:-

•    Office XP/2003/2007/2010 – advanced level
•    Microsoft Active Directory administration
•    Exchange administration
•    Advanced knowledge of ADSL and WiFi technologies
•    Advanced knowledge of RIM Blackberry, HTC, Mobile devices
•    Knowledge of networking concepts
•    Knowledge of all core applications including but not limited to:
•    Dynamics CRM
•    Reapit
•    Concur
•    K Vault Email archiving (KVS) or similar email archiving solutions
•    Installation/moves of hardware such as printers, digital senders, MFD’s (multi-function devices), PC’s and all peripheral items
•    Strong knowledge of remote working solutions such as ADSL, Broadband, 3G and VPN’s (virtual private network)
•    Knowledge of building PC’s and troubleshooting support issues
•    Knowledge of audio visual equipment and solutions
•    Citrix presentation server
•    Essentials Citrix Knowledge including but not exclusive to:
•    Windows 10 Desktop 
•    SCCM

Skills and Knowledge:-

•    Soft skills
•    Ability to work well under pressure whilst keeping calm
•    Maintain good working relationships with all members of IT and the business
•    Highly motivated, willing to continually update knowledge and skill set
•    Excellent Customer service skills
•    Consistently working to provide a responsive, effective and personable IT support service to exceed our customer expectations
•    Work according to ITIL processes and procedures
•    Uses initiative with a positive and can do attitude
•    End to end management of business impacting incidents
•    Excellent communication skills with the ability to liaise and communicate with all levels of staff within IT and across the business. Excellent attention to detail and in all forms of communication
•    Tactful and diplomatic when dealing with pressurised situations
•    Ability to concentrate on several areas of work at one time, prioritising work load, delivering consistently to deadlines and reacting positively to changes and conflicting priorities
•    Professional appearance at all times
•    Flexible approach to role
•    Production of support documentation
•    Business process design to map existing processes, re-engineer or define processes to enhance the IT Service
•    Statistical analysis
•    Health and safety awareness in the working place

Assessment applicants can expect during selection
•    1 / 2 stage interview

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