Job Summary This role will be a Service Desk role where you will be a key liaison working closely with the SD Team Leaders and IT Ops Tier 2 to ensure that the Tier 1 SD becomes more Technical, resolves more issues (FCR), embraces the ITIL end to end Lifecycle Management and drives collaboration between the Service Desk and all other GOC Teams. Key Responsibilities Identify and Implement Shift Left Activity with the aim of raising the Technical output of the Tier one Service Desk Support the Team Leader, Senior Service Desk lead, and SDT’s in driving a culture of Customer Service Excellence by promoting ITIL Methodologies i.e. e2e ticket management Provide support to a multiple client support function Experience of working to an ITIL framework Manage performance against SLA in a multiple client support function Achieve high levels of First Contact Resolution Rates Design and continually improve knowledge base documentation Act as a liaison between the multidisciplinary teams within the service desk environment. Act as a liaison between the service desk and problem management teams for technical issues and problems. Forge strong relations with all SD shifts and wider GOC Teams Perform day to day application administration i.e. Creating Pure Cloud Accounts Support the Change process and liaise with multiple Teams to ensure SD is aware of changes, potential impacts, and alerts Be part of a team identifying, evaluating, and implementing Service Improvements across the Service Desk Take part in Process and KB reviews and standardize and improve as part of a Team Resource Management – Support the process Productivity analysis aligned to all GOC activity to identify and implement efficiencies Job Duties and Responsibilities Required to work in a 24x7 shift rotation Drive FCR capability to initially aim at 10% uplift to current measures and then beyond Identify and Implement Shift Left Activity with the aim of raising the technical output of the Tier one service desk Support the Service Desk Team Leaders to manage the shift and proactively implement solutions required and reactively solve unforeseen events Deputize for Team Leader as required Monitor and manage application and infrastructure health across multiple platforms and programmes Apply a structured methodology that will change the culture to promote and implement end to end ticket ownership Forge and build relations across the x4 Service Desk shifts Identify Best Practices across the x4 shifts and implement across the board Ensure system changes have appropriate checks and balances to minimize service disruption risk. Provide global business with CSI and Workflow Management updates Support organizational design and definition of roles and responsibilities. Productivity analysis aligned to all GOC activity to identify and implement efficiencies Apply a consistent approach and deliver consistent quality across engagements. Maintain a professional and calm approach, particularly in difficult situations. Work well in a team environment. Provide assistance and technical knowledge to aid implementation of projects Act as an escalation point and support Department Team Managers by defining best practice and quality standards Act as a Tier 2 Incident / problem solver when service desk or impacted teams require assistance. Support service desk to clear volumes of incidents, requests, and problems when needed. Support team leadership and management in meetings, interviews, and conferences. Work with internal IT teams to provide tooling and support for all teams across the service desk. Ensure adequate tooling supports all SD Initiatives for Shift Left Track and report process governance failures. Measure success metrics and monitor CSI and WFM progress. Support CSI management at the global organizational level. Assist Major Incident and Problem Management in promoting and driving adherence to their Processes. Ensure processes are fit for purpose, efficient, effective, and align with business requirements and strategy. Skills Knowledge and Experience Essential A Level education or equivalent. Exceptional listening and analytical skills. Ability to identify trends and interpret data, strong understanding of ITIL Methodologies Able to drive a Platinum Customer Service Culture Understanding of customer requirements and importance of reporting from a company view Accurate record keeping and attention to detail Excellent telephone manner with the ability to communicate on all levels Organized and self-motivated Understanding of Customer Service Excellence Good understanding of Service Desk Institute Best Practice Standards An understanding of Cubic Technology A wide understanding of customer service processes and methodologies. Able to contribute significantly in a team environment. Able to work individually and as part of a team to ensure accurate system and performance reporting. Desirable ITIL v3/v4 Foundation certification. Broad experience in supporting multiple product areas An appreciation of the Transport Industry's development Experience in Fault Management Experience in a high technical operational Service Centre or technical background in automated fare collection or railway industry. Organized with the ability to handle multiple projects and undertake new tasks quickly Experience in delivering training