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IT Support

The Company

FirstGroup plc is a leading transport operator in the UK and North America assisting over 2 billion passengers last year.  We are one of the UK's most experienced rail operators, carrying around 140m passengers across our four franchises and open access operation.

FirstGroup plc welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Valuing our differences and drawing on our collective knowledge and experience helps us develop new services, open up new markets and broaden our customer base.

The Role

The IT support role reports directly to the IT Delivery Manager – FCC and is responsible for leading on the coordination and delivery of key IT change projects within the contact centre. The role will also work with key stakeholders to assist with the transition and go live of new service lines into the contact centre.

The IT support role will also be responsible for managing helpdesk tickets and providing 1st/2nd line support day to day, along with the existing IT support team members.

Key Accountabilities

  • Maintain the performance, availability, integrity and security of all IT services
  • Develop, maintain and document all aspects of IT services to ensure compliance and demonstrate appropriate control to third parties
  • Ensure that services adhere to best-practice principles and standards
  • Establish, maintain, develop and communicate service levels required by the business units and Group
  • Systems and applications support, and escalations as required to ensure swift resolution of all incidents impacting the contact centre.
  • Management of the contact centre IVR and any changes required by the business to the IVR
  • Management of all contact centre applications and systems
  • End to end ownership of leavers, movers and starters process within all FG internal and external contact centres, ensuring that correct access levels for agents and team managers are established and maintained (CRM and email addresses)
  • Management and coordination of incidents, issues and IT projects impacting the contact centre.
  • Providing technical input into all contact centre change requirements.
  • Logging, monitoring and reporting on all contact centre incidents, projects and issues.

Person Specifications

Core skills & competencies

  • A self-starter who is results-driven with high levels of self-motivation, mobility, energy and initiative
  • Proven ability to work under pressure and with other people

Skills & Experience

  • A self-starter who is results-driven with high levels of self-motivation, drive and initiative
  • Proven ability to work under pressure and with others
  • Experience working with/on an IT Service Desk
  • Excellent communication skills with the ability to work with senior managers
  • Customer focused
  • Supplier relationship management experience
  • Experience within an ITIL environment to include change management
  • Broad background in Contact Centre – Shared Services

Technology

  • Broad background in Microsoft products (e.g. Office 365)
  • ‘CRM Toolsets' Support Experience (Salesforce)
  • Experience dealing with hardware and hardware maintenance
  • Experience support IP Telephony (AWS Amazon Connect)
  • Working to strict OS Patching and AV Update Schedules ensuring business compliance

What you'll get in return

  • Minimum of 10% contribution to your Pension (5% employer and 5% employee)
  • 25 days Holiday plus National Bank Holidays
  • Travel Offers for Bus and Rail*
  • Payroll Giving – donate directly from your pay to a Charity of your Choice
  • Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
  • All employee Share Schemes*
    • Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
    • Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
  • Employee Assistance Helpline – free, confidential employee support service provided by an independent provider

*after 6 months of employment

Location: This role is based in Sheffield City Centre, just a 10 minute walk from the station.

Working Pattern: 37.5 hours per week between 0800 - 2000 Monday to Friday.  There is a requirement to provide out of hours support between 0600-2300 including Saturday and Sundays on a rotational basis.

 

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Location
First Contact Centre, The Square Sheffield
2 Broad Street West, Sheffield, England, S1 2BQ
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  • Ref:
    013995
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
    37.50
  • Location:
    First Contact Centre, The Square Sheffield
  • Closing Date:
    30 November 2020
 
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