The role
enables the team to provide excellent customer service to our customers and business users of our strategic systems, by effectively triaging and responding to issues, providing system and business process knowledge.
The Digital Support Lead reports to the IT Service Desk Lead within the IT department.
What You`ll Be Doing
1. Provide 1stlevel end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
2. Moderate our chat and communities feature on the customer facing app.
3. Engage directly with customers via email or social media, other teams within the business to contribute to the identification of trends to ascertain faults and support the development process for potential improvements to Unites digital systems.
4. Ensure all support tickets are tracked and managed effectively, responding within agreed SLA targets in a professional and courteous manner.
5. Responsible for managing the queues within the team`s ticketing solution.
6. Follow Unite`s change process to promote fixes and changes in line with business priorities and the team work load.
7. Develop excellent working relationships with customers and colleagues through strong interpersonal skills and an ability to work with diverse groups of people.
8. Provide support to the business, sharing knowledge with the users and effectively triaging issues, identifying between critical and non-critical issues across all modules.
9. Identify themes and feed this information through to the 2nd and 3rd line analysts.
10. Find workarounds for the users during bug fixes.
11. Balance and prioritise tasks between project support and business as usual.
12. Upskill in other areas of the IT Service Desk.
What We`re Looking for in You
13. Knowledge of software development processes
14. Experience of User Acceptance Testing processes
15. Experience of supporting and delivering IT change and IT projects
16. Leadership skills and ability to effectively prioritise
17. Ability to liaise comfortably with key stakeholders
18. Ability to work in a team and on own initiative
19. Good time management skills
20. Strong customer service Skills
21. Excellent verbal and written communication skills
22. Initiative and Problem-Solving
23. Experience of using a call logging system desirable
24. Basic understanding of General Data Protection Regulations and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure
What You`ll Get in Return
25. An annual bonus so you can share in the company`s success
26. 25 days` paid holiday
27. Pension - based on how much you save, we`ll contribute 1% more
28. Flexible working opportunities
29. Shared Parental Leave - 18 weeks full pay
30. Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!