NOC Team Leader

Recruiter
Capita
Location
Surrey, UK
Salary
Competitive
Posted
13 Sep 2019
Closes
17 Sep 2019
Ref
1259308110
Contract Type
Permanent
Hours
Full Time
Becoming a NOC Team Leader with Capita IT Services - Based in Reigate

About Capita | Updata

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. Updata is one of the market leaders in providing the public and private sectors with a complete network solution, by creating, implementing and managing secure, cost-effective and high-ca-pacity broadband networks.

Role Detail

The role of the NOC Team Leader will be to work with the other team leaders to oversee the day to day running of the Network Operations Team, and more specifically their sub-team. To ensure that the NOC deliver excellent service to our customers 100% of the time and that re-quests are handled within SLA.

Responsibilities:
  • Monitor the support request queue to ensure that all requests are within SLA, catego-rised correctly and assigned to the correct person.
  • Pro-actively identify, escalate and monitor any requests that are in danger of falling outside of SLA.
  • 1st point of contact for customer escalation requests.
  • Assist Service Delivery Manager's with any service related queries.
  • Technical escalation contact for NOC team.
  • Work with Project Managers to ensure new project roll outs are successfully handed over to the NOC team.
  • Provide regular internal performance reports for the Service Operations Director.
  • Line management responsibilities for their NOC sub-team to include regular 1-2-1's, per-formance reviews, training plans, mentoring, cover for leave, motivation, team meetings.
  • Ensure all shifts are sufficiently covered by the team and shift rotas & holiday calendars are updated where applicable.
  • Monitor resource levels and feedback to Service Operations Director when extra re-source is required.
  • Monitor the daily worksheet for work that has been booked in to ensure there is enough resource on the desk to cover. Also carry out quality checks to make sure they have been completed properly.

Required skills/experience:
  • Minimum 2 years proven Service Desk/NOC/Help Desk experience
  • Excellent communication skills
  • Attention to detail
  • Experience working within an ITIL environment and adhering to strict SLA's
  • Good documentation skills

About Capita IT Services

Capita IT Services are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.



Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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