Company Description
Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!
We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.
Got your attention? Read on…
We put people first. It’s all about you..
- Proven track record of leading, motivating, and supporting a team within a time-sensitive and demanding environment, including individual career development plans.
- Strong organisational skills.
- Excellent reporting and communication skills.
- Demonstrable lateral thinking skills.
- Self-motivated with a willingness to learn and adapt to any new change or situation.
- Strong stakeholder management skills.
- A proven ability to prioritise and complete conflicting projects and business undertakings in a timely manner.
- Understanding of Networking and Security concepts.
- In depth knowledge of ServiceNow | Jamf MDM | InTune | Azure | SCCM | Google GSuite | Microsoft Office 365 | Okta | Active Directory | Group Policy Management | CrowdStrike | AWS & Papercut | Linear | Tanium and understanding of ITIL 4.
- Programming language is advantageous (Java, JScript, PHP, HTML, PowerShell)
This is a hybrid role working from one of our London hubs 2 days per week.
Hours: 8:00am - 7:00pm (shift work), Monday - Friday
We work together. Your team and the people you will work with…
We deliver progress. What you’ll do and how you will make an impact.
The End User experience Team (EUX) ensures that the IT services, IT Support and solutions of the business are reliable, stable and have the capacity to scale based on the changing needs of the business.
The Team is responsible for the onboarding of new staff and will work with the relevant teams to continually improve processes to improve the end-user experience.
What you’ll do
- Provide leadership, guidance, and support to the IT Support Team within EUX Support
- Contribute and support the day to day function of the three support channels
- Deliver to the maximum of our abilities, motivate and focus the team to meet SLAs, with a strong emphasis on End User experience
- Ensure end user escalations are handled in a timely manner
- Ensure there is continual service review and improvement of all processes and procedures across the three support channels in EUX IT Support
- Lead in the development of good customer service practices
- Ensure staff are fully trained to cover the Tech Bar, Phone support or Service Now tickets
- Lead and manage operational performance and liaise closely with stakeholders to ensure the quality of the service meets or exceeds expectations
- Increase the efficiency of existing processes and procedures to enhance the company’s IT Service and Solutions and to improve overall customer journey.
- Use measurable metrics for improvement, diagnose, trends and goals.
- Implement self service solutions i.e. task requests raised in Service Now.
- Support and lead the team to deliver solutions and advise on best practices.
- Ensure smooth implementation of new technologies.
- Ensure documentation for changes and integrations that affect the overall operation of the team is created and shared through the ServiceNow Knowledge base.
- Work closely with the Head of EUX to identify improvement areas and initiate “Service improvement Plans” in targeted areas for quantified improvements.
- Collaborate with other functions and horizontals within IT and wider business.
- Work closely with the EUX Operation team and provide technical support and mentoring.
- Software Deployments using SCCM, Intune, Jamf MDM.
- Liaise with 3rd party vendors and external support.
So why pick UW?
We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:
- An industry benchmarked salary. We’ll share it during your first conversation.
- Share Options and a Save as You Earn scheme.
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Discount on our services and you get our coveted Cashback Card for free.
- A matched contribution pension scheme and life assurance up to 4x your salary.
- Family-friendly policies, designed to help you and your family thrive.
- Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.
- Belonging groups that help UW shape an even more inclusive future.
- A commitment to helping you develop and grow in your role.
Apply here!
You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
Jen Pass will be your point of contact throughout the recruitment process.
Additional Information
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.
Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
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