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Service Desk Specialist

Eingestellt von Hays IT - Uk Posting account

Gesuchte Skills: Support

Projektbeschreibung

Service Desk Specialist

Service Desk Specialist - TfL - Immediate Start - 24*7

The role provides key Contract Compliance, Risk mitigation and Service Stability activities, for the TfL Revenue Collection System. This includes both Service and technical issues as part of the delivery of Revenue Collection across TfL, and CE Stakeholder groups (Customers, TfL, Train Operating Companies, and other transport operators) in accordance with agreed 3rd Party Contractual service level agreements (SLAs).

The role holder will manage all activities necessary to respond to, Record and resolve incidents, events or performance degradation, relating to Revenue Collection Services and Systems, ensuring that the relevant support group(s) undertake restoration and root cause analysis activities, in line with the Contracted SLAs.

Being accountable for the coordination of communications in a multi stakeholder environment, providing and single point of contact, escalation and communication for the whole of the department and the revenue collection system, in relation to Change, Incident, Release and Problem.

This role provides business-critical support and, therefore, the role holder will work on a rostered shift rota system covering 24/7, seven days per week.

The role holder is accountable for meeting their team objectives, demonstrating a leadership style that fosters a customer focused culture across CE and collaborating with colleagues within, and within the wider TfL organisation in a manner that builds and sustains strong senior-level partnerships and ways of working between CE and other TfL departments.

The role holder must embrace and consistently demonstrate TfLâs key behaviours; being accountable, getting the right things done efficiently, working collaboratively to do it, directly, fairly and consistently.

Responsibilities:

1. Ensuring that all Revenue collection Systems are working correctly at all locations by monitoring a wide variety of information sources (including, Performance Dashboards, reports and screens).
2. Process requests for revenue protection âSettingsâ, Hot listing, ticket seller ID and access denied issues in accordance with defined processes
3. Being the single point of contact and coordination in a multi Vendor (operational staff, third parties and internal teams) support organisation, responsible for central communications and coordination to ensure prompt issue or incident resolution.
4. Pro-actively report issues to the relevant external (?) service providers and, working within delegated levels of authority, implement mitigation measures.
5. Logging all fault and requests with detailed information, and carry out analysis to resolve on point of contact, or escalate to the most appropriate internal team or third party supplier/contractor for resolution.
6. To monitor and where necessary manage the progress of the incident/service request from inception to resolution
7. To monitor the resolution of incidents against agreed Service or Operating Levels.
8. To escalate when appropriate to ensure that incidents are resolved within defined Service Levels.
9. Dealing with high severity incidents, verifying their impact and validity as high severity incidents. Plan, organise and lead resolver internal and external resolver teams to resolve major incidents.
10. Accountable for ensuring incident and Planned Maintenance communications to stakeholders are planned and delivered in a timely manner.
11. Production of management of reports to ensure effective planning and performance.

Skills and Experience:

Pro-actively work with all key interfaces including but not limited to :
- Contact Centre Operations â to act as an SME and point of knowledge management for all Revenue Collection systems, providing details on known errors and workarounds.
- Third Party Providersâ act as a point of escalation and integration between third party providers, and TfL internal stakeholders and resolvers, representing the needs of both TfL, and the 3rd party in line with the contracts.
- Customer Experience Service Integration Manager- to ensure new processes and services are successfully introduced into the Service Desk and provide feedback on such new processes
- Customer Experience Problem Management team â Liaise with to restore service if required and to reduce the number of incidents.
- Customer Experience Service Delivery â to ensure that any operational issues can be reported upon and improvements can be made to the service provided.
- Good knowledge of the structure of Londonâs public transport systems, stations, ticketing products, fares and revenue collection systems
- A good working knowledge of IT infrastructure, architecture and applications
- Expert knowledge in ITIL environment for all service management processes and principles with particular focus on incident and problem management processes.
- Broad knowledge of working within a multi supplier environment for both infrastructure and production systems.
- Basic knowledge of bank card transactional processing systems and associated Payment Industry Rules
- Communicates all needs, instructions and decisions clearly. Adapts the style of communication to meet the needs of the audience. Checks for understanding.
- Extensive experience of working within a Service Desk operating a 24x7 shift pattern within a large and complex technical customer support environment
- Broad experience of collecting, reviewing and interpreting performance data, initiating action where necessary, and reporting to management.
- Experience of operating in a dynamic working environment, handling multiple tasks and deadlines, delivering to time, and quality, in a multi modal transport environment
- Experience of both working in and contributing to a team based environment and being able to work on own initiative.
- Proven experience of using industry recognised service management tools.
- Proven experience of carrying out first time fixes and working within service level targets to deliver the service.

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Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

Hays IT - Uk Posting account