Support Team Leader

Overview

Lead first-line IT support, handle escalations, improve service delivery across sites.

Key Responsibilities

• incident management
• powerbi automation
• analytics tools
• service desk
• process management
• vip support

Tasks

-Proactively Issue Communications of cyber awareness, unplanned and planned outages, notices to all customers who are impacted and keep relevant group informed until the matter is resolved -Support the First line team with day to day operations and Technical Incidents -Create, Own and maintain support related processes and policies -Assist with all service-related investigations for Colas UK ITSS -Support the first line team with day to day questions -Ensure best in class support service and response is provided to the business aligned to the needs of the business -Use Analytics and AI tools to improve service delivery and efficiency -In conjunction with the Technical Support manager, keep the support related topics updated on the UKITSS Intranet. -Assist with Business Continuity Testing -Provide Service Desk cover where necessary -Documentation and regular updating of Project updates, procedures, processes and change management -For all technical issues, act as the escalation point and carry out vetting/triaging prior to escalation to L2 -Support the first line team with IT Orders -Work closely with the technical support manager where necessary to provide seamless escalation of calls between first and second line. -Use PowerBi to automate team statistics to drive efficiency and improvements -Lead the First Line Technical Support team for Colas UK ITSS -Be the single point of contact and provide escalated technical assistance to VIP users -Action Mobile Roaming requests

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Benefits

-Colas Ltd and Colas Rail VIPs

About Colas

-A global leader in the construction and maintenance of transport infrastructure. -Expertise spans across sectors including roads, railways, airports, seaports, and urban development projects. -Significant focus on road construction and maintenance, from local roads to major highways. -Active in railway sector, involving design, construction, and maintenance of rail networks, including high-speed lines, conventional tracks, and urban transport systems. -Specializes in waterproofing solutions to protect buildings and structures from water damage. -Engages in production and recycling of construction materials, contributing to a more circular economy in the construction industry.

Sector Specialisms