Central England Co-Operative Careers

IT 2nd Line Lead
Full Time

Salary
££31,000 - £33,000
Hours
39
Contract Term
Permanent

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Location:
IT & Digital - Staffordshire

Job Description

As one of the UK’s largest Co-operative societies our colleagues are the key to our success, which is why we want the very best people as part of our team.

About the role

A fantastic opportunity to join the IT team in a newly created position as an IT 2nd Line Lead, managing a team covering the incident and request processes.

You will

Ensure that interactions received are appropriately assigned and managed through to resolution.

Assure that interactions are triaged before been assigned to other resolver teams within IT and will maintain communication with the customer, providing updates on the interaction at least every 48 hours for incidents.

Maintain the service support agreements across our business and manage the daily interaction with field base partners to ensure that service level agreements are met and exceeded.

Work cross functionality to help identify trends and work with the other leads to provide a continuous improvement program.

Build a strong relationship with our Shared Service 1st Line Support team and ensure they are adequately trained to resolve +80% of incidents raised.

Take the incident lead during any Major Service Outages keeping the IT Service Manager informed of progress and impacts.

The role forms part of the senior operations team and there will be a requirement to be on call for this role on a rota basis.

About you

Technically sound with extensive knowledge and working practice of ITIL Principles.

Able to demonstrate strong leadership skills

An ability to remain calm under pressure.

Experience of managing large workloads and ensuring focus is equally given to Priority 1 Incidents as well aged incidents and hard to solve incidents.

Able to demonstrate excellent communication and influencing skills, with the ability to challenge information and processes effectively.

Be able to communicate in a style that is relevant for the audience and remove jargon when dealing with colleagues outside of IT.

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Central England Co-operative

Central England Co-operative is one of the most successful independent co-operatives in the UK with gross sales in excess of £1bn and over 8,800 colleagues operating across 16 counties from the heart of England to its eastern shores.

Central England Co-operative colleague enjoy a wide range of benefits, including Society Membership, colleague discount on purchases, pension and health scheme.

Our main business activities include retail food and funeral services, although our diverse retail interests range from coffin manufacture to florist shops and travel agents, as well as the management of a significant property portfolio.

At Central England Co-operative Society we are all individual, like you. We value your individuality and welcome applications from all members of society regardless of personal characteristics.

We have an ambitious growth strategy centered on new site development to deliver continued success. In 2013 we were proud to be named UK Co-operative of the Year in recognition of the contribution we make to our members, local communities, the environment and wider society, as well as our strong business performance.