31-10-2012 | EXPIRA LA 30-11-2012
Job expirat
About Xoomworks:
Xoomworks is a professional services company focused on software development, systems integration and managed services. Some areas that we cover are eProcurement, Spend Management, Finance and Gaming.
We are a UK owned company and have offices in London, UK and Cluj, Romania.
Xoomworks was founded in 2000 in London by former partners of Deloitte Consulting who wanted to introduce a new style of IT services partner, combining the business consulting with technical services in order to successfully deliver solutions to large and mid-sized companies.
We are looking for people who are interested in working with the latest technologies, latest development processes on mission critical applications. We care about our employees and we invest in them.
Position Purpose:
We are looking for an experienced support professional – to join our team as the Team Leader of our 1st line Web Technical Support Team.
Background in Computer Science and 1-2 years experience leading a 1st line support team. Practical experience of IT, data analysis, reporting skills or experience in business systems will be an advantage.
A good communicator with excellent English, problem solving and leadership skills is what we are looking for.
There will be many opportunities to develop core skills as the team size and engagement with the client grows.
Key Responsibilities / Duties:
The primary function of the role is to lead the day-to-day activities of the service desk and ensure that agreed service levels are achieved.
The role involves leading the 1st line technical team to meet the needs of large international client by performing web service configuration, testing, reporting and problem solving.
Responsibilities:
Manage the performance of the Level 1 Service Desk to ensure that service levels are achieved
Provide day-to-day leadership and guidance of the team
Ensure that the right set of standards, policies, processes and documentation is in place and complied with
Monitor and report on performance of the service desk both internally and externally
Represent the team and field service queries in regular client calls
Instigate and manage a structured Service Improvement Plan, aligned with client’s Service Improvement Plan
Setting up new processes for new support areas when required
Schedule employees working times and provide backup support.
Oversee Request Fulfilment and Incident Management processes
Be the first escalation point for the team.
Train, coach and mentor Service Desk Analysts (Level 1) including career development and new hires induction.
Contribute to the Known Errors Database to ensure that top quality solutions are available to the staff.
Escalate situations that may require additional client support
Experience & Qualifications Required:
Degree in Computer Science, Maths or Economics preferred
Excellent English language skills, written and spoken
Proficient using Microsoft Office especially Excel
Experience using Helpdesk software
Experience leading a support team
Experience in communication to management on team performance
Desirable Experience & Qualifications:
Experience managing Level 1 support team against SLAs
Experience of using ITIL
Experience leading a multi language team
Experience leading a team providing world wide support
Experience and knowledge of HTML, CSS and Javascript
Experience in being the primary contact for and external client
Personal Attributes:
Self-motivated
Process driven
Excellent problem solving skills
Strong analytical and diagnostic skills
Fast – self learner
Able to manage multiple tasks and prioritise effectively
Team player and excellent communicator
Ability to lead a team professionally
Likes to be challenged!
About Xoomworks: Xoomworks is a professional services company focused on software development, systems integration and managed services. Some areas that we cover are Procurement Systems, Spend Management, Business Intelligence, and eGaming. Xoomworks is an SAP Partner. We are a UK owned company and have offices in London, UK and Cluj, Romania. Xoomworks was founded in 2000 in London by former partners of Deloitte Consulting who wanted to introduce a new style of IT services partner. Today we are an established company with an excellent reputation among our multinational clients, and have a London based business and technical team that work alongside our Cluj based development and managed services teams.
