Service Desk Lead

Background
 
Atkins have recently defined a “One Atkins 2020” Organisational strategy. To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided to the organisation, moving from a BAU focus to a Business Value driven organisation. Key concepts include: Moving to digital products, adopting agile across the organisation, leveraging cloud, and focus on supporting bid and delivery.
 
Job Details
Purpose of the Team/Role
 
The Global Service Desk is the central point of contact for Atkins users reporting Incidents (disruptions or potential disruptions in service availability or quality) and provides first line support or guidance regarding products and services provided by Group IS.
 
The Service Desk operates on a 24x7x365 basis, offering online, chat and phone contact options.  It is an ever evolving and dynamic environment currently supporting circa 18,000 staff globally, dealing with around 10,000 contacts a month and providing our customers with over 70% first line fix rate and a consistent and dependable service.
 
The Service Desk team are multi-skilled and User Provisioning incidents and requests are also dealt with to allow flexibility of resource provision and provide a ‘can do’ service for our customers supporting the One Atkins 2020 and Group IS 2020 strategies.
 
Service Desk Lead Analysts have responsibilities above that of the Service Desk Analysts and Senior Analysts; and are responsible for managing the daily activities and performance of the team.  They are the go to for guidance and an escalation point for the rest of the team. They act in a supervisory role to ensure all aspects of the 24x7x365 Global Service Desk run smoothly.
 

The Service Desk Lead Analyst reports to the Global Services – Global Service Desk Manager.

Key Deliverables/Responsibilities
 
Manage the daily activities of the team and assume responsibility for guidance and leadership to Service Desk Analysts

• Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings)

• Drive a performance culture throughout the team

• Monitor performance (SLAs and KPIs)

• Aim for 100% customer satisfaction and client focused delivery throughout the call management process

• Manage incidents and requests according to defined SLAs - ensure 100% adherence to incident and request best practice guidelines (ensure these guides are maintained and adhered to across the group)

• Ensure support readiness prior to the release of new technology with support of service transition

• Assist with absorption of Technical Services 1^st and 2^nd line support activities back into Global Services

• Ensure first line fixes are fed back and incorporated into the Knowledgebase

• Continue to develop quality measures/metrics and that CSI programmes are in place and maintained

• To be able to coordinate responses to high priority incidents, escalations and support of the major incident process

• Maintain the core SLAs for the team, ensure they are aligned to the requirements of the business strategy and that they are met or exceeded

• ITIL v3 Foundation and knowledge of ITIL Service Operation

• At least 3 years’ experience of ITIL Service Management principals and processes

• An effective relationship builder

• Good timekeeping and time management

• Excellent customer service skills (Strong business focus and stakeholder engagement skills)

• Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance and drive improvement

• Solid written and verbal communications skills (including report writing)

• Solid technical knowledge of enterprise IT environments

• Experience of working in a fast moving and changing large enterprise IT environment

• Ability to build relationships and communicate at all levels

• Experience of IS work management systems (ideally ServiceDeskOnline)

• Experience of using and configuring IVR / Call Manager Systems

• Proven ability to drive and deliver continual service improvement

• Experience of working to and developing Service Level Agreements

Experience of working within a multi-cultural environment