Technical Specialist - Collaboration (365 Services)

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Kingfisher Plc
  • 24 Apr 19

Technical Specialist - Collaboration (365 Services)

Overview

Working for KITS you'll experience an exciting mix of collaboration, innovation and creativity within a high performance fast paced environment. We set ourselves challenging goals, and have high expectations of what we deliver to Kingfisher.
We think work should be rewarding, fun and sociable, and we want our people to get the most out of every day. We therefore look for people who live our values, and have the skills, knowledge, energy, and passion to deliver the KITS strategy.

Responsibilities

This role sits in the End User Services (EUS) team, within infrastructure Services. In this role you will be expected to resolve complex technical service issues, perform general support, delivery and development activities against a variety of Technical Services that fall under the EUS teams. This role is a predominately Operational role, with an expected 60/40 operational to delivery workload split.

You will be responsible for providing complex 3rd line technical root cause analysis and remediation across EUS portfolio of Technical Services, engaging product vendors as required. You will deliver service in-line with the EUS core KPIs (SLA, Aged Incident and off-shore volume targets).

You will support our "shift left" initiatives including authoring / maintaining technical service documentation including design, DR SOPs and Work Instructions as well as running handover sessions with off-shore, near shore and on-site teams to up skill / reduce mean-time to resolution for user issues.

The role will also see you enabling successful delivery of new services in-line with EUS portfolio and assessing / reviewing and contributing to new Technical Service Design.

Key Technical Services include 365 Services, Microsoft Teams, SharePoint Online (including on premise) and OneDrive.

Qualifications

You will be a dynamic and versatile individual with previous experience working in a 3rd-line technical support role. You will have a 'Technologist' mindset with awareness of vendor product roadmaps, general industry challenges and an ability to translate these into a plan to develop services inline with the wider kingfisher strategy.

You will have a demonstrable, feedback-driven approach to Service Improvement as well as experience working within a large organisation with a globally disparate user-base.

Becoming part of Kingfisher is a fantastic opportunity, we want to be able to provide our employee's with roles that engage them, alongside a competitive benefits package that allows our employees to feel a valued part of our team.