About the Role

You will work closely with the Technical Manager, the Support Team Manager, Projects Team Manager and the Sales Department to deliver service improvements across a number of our products and services. This is to ensure that ESP are able to win and keep customers to assist with the growth of the business.

This varied and engaging role covers many disciplines, incorporating both technical and people engagement skills. Requiring a high understanding of and being directly involved in reviewing and implementing the ESP Group’s systems, processes and reporting tools which will enable us to focus our energy in the places that need it the most.

The core of this role will include the responsibility of overseeing the improvements to our service delivery, which have been designed with the headings “Simplify”, “Secure” & “Integrate”. This will involve co-ordinating and communicating with the Support Desk, the Projects Team and the Sales Team.

Person Specification

Some of the personal skills we are looking for include: –

Excellent Prioritization Skills
Experience in a support environment preferred
Good communications skills – written and verbal, both to internal stake holders and to external clients
A good team-playing mentality
An ability to work to deadlines and within constraints
Analytical and reporting skills essential
Excellent time management skills

Key Responsibilities

Act as the lead of the new Service Improvement Department (which may or may not be a permanent fixture of the company structure). The overall goal here is switching the technical mindset from reactive to proactive in order to reduce the number of tickets received and the time spent in reactive mode.
Work with the Technical Manager and Support Team Manager to simplify and secure the ESP Group Systems.
Work with Technical Manager and Support Team Manager to set a simplified and secure BASELINE configuration and plan the best method to apply to all clients.
Work with the Technical Manager and Projects Team Manager to simplify and secure ESP’s new customer systems.
Ensure that all of the above is rolled out in a way that all technical staff understand and engage with it.
- Provide training resources where necessary in the form of KB articles, videos or direct training sessions
Implement automatic monitoring tools to ensure that customer’s systems STAY simplified and secure – notifying the support desk when something needs attention.
Work with the Technical Manager and Support Team manager to create a customer “persona” in terms of the systems and security that we need in place if we are to onboard a customer to our services.
Assist the Support Team Manager to integrate the support of the CORE Software Platform into Helpdesk.
Work with the Sales Account Managers to surface the data from all customer’s technical systems into CORE to allow proper, automated reporting and to create sales opportunities.
Monitor the feedback stats from all Support teams, ensuring that support supervisors are following up on any poor feedback
From time-to-time, act as support to other engineers in terms of guidance around solutions to more technical problems.
From time-to-time, act as cover for critical IT issues for key IT Support customers.
Work in a sprint mentality to ensure that we have clear goals of what we want to achieve in each upcoming work sprint.
Make suggestions to the Support Team Manager around training requirements for engineers as you see fit.
Work with the Software Development Manager towards a solid understanding of CORE Software and it’s required infrastructure
Cover the 24-hour line on an ad-hoc basis but no more than 1 week in 8 to assist the support desk

While the above forms the core of the day-to-day role, additional activities maybe requested of you, and as a pro-active member of the company you would be expected to help in any reasonable request.