The Weir Group PLC

  • 2018-19949

    Posted Date 6 days ago(11/6/2018 1:53 PM)
    Title
    Service Desk Team Leader
    Job Location
    UK-Todmorden
    Shift Schedule
    Day
    Manages Others
    Yes
  • Business Need / Purpose of Role

     

    Weir Minerals is a global leader in the provision of mill circuit technology and services, as well as the market leader in slurry handling equipment and associated aftermarket support for abrasive high wear applications. Its differentiated technology is used in mining, oil & gas and general industrial markets around the world.

     

    The Weir Minerals Europe Operating Company supports customers across Europe, North Africa, Turkey and Central Asia with 2 manufacturing plants based in the UK.

     

    The IT department at Weir Minerals Europe (located in Todmorden, West Yorkshire) is responsible for the delivery of IT Infrastructure and the planning, coordination, and control of information resources throughout Europe. This includes offices in Holland, Germany, Italy, Poland, Ukraine, Czech Republic, Finland, Sweden, Kazakhstan, Morocco, Turkey, Spain, Hungary, Romania and France. There are currently circa 440 users in the UK and a further 200 users in Europe.

     

    As the Service Desk Team Leader, you will be responsible for business as usual activities heading up a team of 2nd Line support technicians with a varied skill set. You will be part of a team that will support IT users across many locations remotely as well as at the Todmorden site. You will be required to prioritise incidents effectively, quickly resolving them or escalating to the correct teams. Call management and ownership are vital to the success of the business and the right candidate will be able to demonstrate their skills in this area.

     

    You will support the implementation of projects at a site, country / region, operating company, divisional and group level meaning you will require excellent organisational skills and the ability to communicate with many different peoples from different backgrounds and cultures to effectively train, assist and improve their interactions with IT Systems.

    Objectives & Measurement - Key Responsibilities

    The ability to develop and improve on existing policies, processes and procedures will be vital and you will need to communicate and manage their implementation to the business both within IT and to the wider user base.

     

    Responsibilities and duties will include the following:

    • Day to day management of the first line Service Desk function
    • Oversee day to day fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks within SLA
    • Management of team shifts and rota to ensure resource coverage
    • Manage escalated and high priority tickets through to resolution
    • Ownership of Service Desk processes such as Joiners, Movers Leavers etc
    • Understand Service Desk priorities, objectives and SLA’s, taking an active role in accomplishing these
    • Undertake individual analyst ticket queue reviews
    • Ensure that the Service Desk delivers excellent Customer Service
    • Support the Infrastructure Manager with Incident, Problem, Change and Event Management activities such as CAB management, incident management and carrying out Post Incident Reviews
    • Identify, design and implement improvements to IT services, tools and processes administered and supported by Service Desk
    • Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables
    • Support the Service Desk team by providing guidance on analysis, trouble-shooting and problem solving to help expedite resolution as first escalation point for the team and the business for high priority cases
    • Manage Service Desk workload and prioritise work across the team as well as develop, document and run the Service Delivery processes within the company using the ITIL Framework
    • Develop the Service Desk to the needs of IT and the wider business
    • Encourage and facilitate training of team members on platforms, technology and approach for delivering excellent service
    • Ensure transfer of knowledge to Service Desk is completed on new services and tasks to be undertaken by the team
    • Watch for trends that indicate potential problems or wider impact than first stated
    • Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal quickly with typical end user problems
    • Ensure the team are informed of changes, maintenances, known problems and new services
    • Proactively escalate to management tickets due to breach SLA or have potential to cause significant customer facing impact.

    Job Knowledge / Education and Qualifications

    Person Specification / Skills

    Should be outgoing, confident and comfortable communicating with management and users alike, being diplomatic and customer focused.

     

    • Ability to learn quickly and adapt to new technologies.
    • Strong Team player with flexible approach.
    • Ability to plan your own workload and take responsibility for managing projects
    • Confidence and ability to work on your own initiative
    • Pro-active approach to decision making and problem-solving
    • Experience managing Process / Policy / Procedure and writing documentation for varied technical experience
    • Software and Hardware Asset Management experience
    • Fault Diagnosis Desktop / Laptop hardware and software problems and a technical all-rounder
    • Key stakeholder management – to include working with senior management and regular reporting
    • High levels of interpersonal and communication skills
    • Experience running a service desk
    • Planning, organization and management of high volume workloads
    • Extremely customer focused

     

    Qualifications:

    Degree or equivalent in a computer related subject. Foundation/Intermediate level ITIL qualifications are preferred. Certifications in Microsoft technologies are a requirement.

     

    • Microsoft Certified Solutions Associate: Windows 10
    • Microsoft Certified Solutions Associate: Office 365

    Core Competencies

    Experience Skills

     

     

    Candidates must have at least 8 years of IT experience supporting end users. They should also have knowledge in the following areas:

     

    Technologies

    • Active Directory administration
    • AD Group policy management
    • Sharepoint
    • System Centre Service Management (SCSM)
    • System Centre Configuration Management (SCCM)
    • Windows Deployment Services (WDS)
    • Windows Client OS - XP, Vista, 7, 8, 8.1, 10
    • Office Applications
    • Office365
    • VOIP Administration
    • CAD Software

     

    Frameworks

    • ITSM Methodologies including ITIL

    Regional Specific Job Information (if applicable)

    Knowledge in the following areas would also be a distinct advantage:

    Technologies

    • TSM
    • Lotus Notes Client

     

    Frameworks

    • Prince 2 Project Management
    • Agile Project Management
    • ISO 27000 standards family

     

    Additional Information:

    Will be expected to travel to Europe from time to time and provide support in a factory environment. As we are a 24x7 operation, the successful candidate may be required to be on call outside normal business hours and to work out of hours if the need arises.

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