Lead Service Desk Analyst
Lead Service Desk Analyst
You will be responsible for the day to day management of the Service Desk Analyst, ensuring that NCC Group employees, receive a high standard of service and support. The Service Desk Manager will also be responsible for planning, training, and implementation of support provision. You will also have line management responsibility for Service Desk.
• Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries.
• Responsibility for Incident, problem, and change management within your Team. • Contribute to project management tasks.
• To ensure all NCC Group support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
• To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults.
• To provide technical support for all incidents, service requests and change requests.
• Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, and project requests and ensuring they are handled in an effective manner and progressed to resolution.
• To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.
• To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes.
• To carry out in-house testing on all hardware, products, and services where necessary.
• Management and Motivation of the Team • Be able to delegate tasks and projects to the team members, being fair and support the project stages with the analysts
These 4 skill levels tell you about the level of expertise required for the job role at that level:
• Awareness. You know about the skill and have an appreciation of how it is applied in the environment.
• Working. You can apply your knowledge and experience of the skill, including tools and techniques. You can adopt those most appropriate for the environment.
• Practitioner. You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.
• Expert. You have both knowledge and experience in the application of this skill. You are a recognised specialist and adviser in this skill including user needs, generation of ideas, methods, and tools. You can lead or guide others in best-practice use. A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls. At this level, you will be expected to:
• own and update the script for service desk analysts • manage availability, coach, and develop one or more service desk analysts Skills needed for this role
• Asset and configuration management. You can track, log and correct information to protect assets and components. (Relevant skill level: awareness)
• Analytical and problem-solving skills: You understand how to apply basic techniques for analysis of research data and synthesis of findings. You know how to involve your team in analysis and synthesis. You can present clear findings that colleagues can understand and use. (Relevant skill level: Working).
• Availability and capacity management: You know how to manage service components to ensure they meet business needs and performance targets. (Relevant skill level: Awareness).
• Business analysis (IT operations): You know how to investigate problems and opportunities in existing processes and contribute to recommending solutions to these. You can work with stakeholders to identify objectives and potential benefits. (Relevant skill level: Working).
• Change management: You can implement changes based on requests for change. You know how to apply change control procedures. (Relevant skill level: Working).
• Communication skills: You can translate and communicate accurate information to technical and non-technical stakeholders. You know how to facilitate discussions within a multidisciplinary team, with potentially difficult dynamics. You can advocate for the team externally and manage differing perspectives. (Relevant skill level: Practitioner).
•Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. (Relevant skill level: working)
• Customer service management. You will maintain a high level of customer service and have the confidence to deal with complex complaints. You will know how to use empathy to satisfy customer demands. (Relevant skill level: practitioner)
• Incident management: You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. (Relevant skill level: practitioner)
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Relevant skill level: working)
• People management: handling interpersonal conflicts, leading employee training, managing deadlines and building company culture. (Relevant skill level: working).
• Problem management. You can investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures. (Relevant skill level: awareness)
• Service focus. You can take inputs and establish coherent frameworks that work. (Relevant skill level: working)
• Service Management Framework knowledge. You have knowledge and/or a Level 3 Service Management Framework qualification. (Relevant skill level: working)
• Service reporting. You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working)
• Technical understanding. You know about the subject matter and understand what it involves. (Relevant skill level: awareness)
• User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working).
• Coaching and Mentoring (coach and mentor junior team members, and assist in the provision of first-class services and consistent levels of capability as required by the organisation) (Relevant skill level: practitioner)
• Project management skills: You know how to apply your knowledge and experience of project management methodologies, including tools and techniques. You know how to adopt those most appropriate for the environment. (Relevant skill level: awareness).
• Management Planning (provide input into overall management - workforce, budget, technology roadmaps, projects and tasks) (Relevant skill level: working) • Relationship management: You can identify important stakeholders and relationships and work with teams to build these. You understand how to
• Work with stakeholders and contribute to improving these relationships. (Relevant skill level: working).
• Service reporting: You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. (Relevant skill level: working).
• Strategic thinking: You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies. (Relevant skill level: awareness).
• Technical specialism: You can assist in technical support activities and carry out agreed / routine maintenance and administration tasks. (Relevant skill level: working).
About NCC Group
The NCC Group family has over 2,500 members located all around the world, providing a trusted advisory service to 20,000 customers. Born in the UK, we have now have offices in North America, Canada, Europe, Asia- Pacific and United Arab Emirates.
We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. We fuel that passion with investment in our people and our business.
Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We treat everyone and everything with equal respect.
We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.
About your application
We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.