1st Line Support Shift Lead

P&O Ferries are recruiting a 1st Line Support Shift Lead on a 12 month fixed-term contract to cover maternity leaveto join our IT team based at our office in Dover.

P&O Ferries are proudly part of the DP World family; with over 150 different businesses across over 40 countries and are a world leading enabler of global trade.

A household name for over 180 years, P&O Ferries have a rich heritage in ferry services. Our ships sail across the English Channel, North Sea & Irish Sea and we employ almost 2000 people.

The 1st Line Support Shift Lead is responsible for overseeing and leading the team on shift for 1st line support in task management, including Major Incident Management. While assuming a leadership role, the Shift Lead also retains all the same responsibilities as 1st line support or Service Desk team members. This position plays a crucial role in ensuring efficient and effective support services are provided to end-users and maintaining a high level of customer satisfaction, especially during critical incidents.

Flexibility to work shifts of either 07:30 – 15:30 or 10:00 -18:00 between Monday to Friday. Also cover on call out of hours support 24/7 based on a 1 in 4 roster.

Location: Dover

Key responsibilities:

• Shift Management:
  • Lead and supervise the team during assigned shifts, ensuring smooth operations and adherence to service level agreements (SLAs).
  • Coordinate and prioritize tasks and assignments for team members, ensuring timely completion and efficient use of resources.
  • Allocate workloads and adjust schedules as necessary to maintain adequate coverage and address fluctuating demand.
• Task Management:
  • Handle incoming service requests and incidents via various channels (phone, email, ticketing system, etc.).
  • Assess, categorize, prioritize, and assign tasks to appropriate team members based on skill set, workload, and urgency.
  • Monitor task progress and provide guidance and support to team members as needed.
  • Escalate complex or high-priority issues to appropriate support levels or specialized teams for resolution.
• Major Incident Management:
  • Act as the primary point of contact during major incidents, orchestrating the response efforts of the 1st line support team.
  • Facilitate communication and collaboration between various support teams and stakeholders during critical incidents.
  • Ensure timely and accurate updates are provided to affected parties and management throughout the incident lifecycle.
  • Collaborate with Management from other support levels to ensure seamless incident resolution and post-incident reviews.
• Technical Support:
  • Provide front-line technical support and troubleshooting assistance to end-users, resolving issues within the scope of 1st line support.
  • Assist team members in resolving complex or challenging technical problems and provide coaching or guidance on best practices.
  • Stay up to date with relevant technologies, software, and hardware to enhance technical knowledge and problem-solving capabilities.
• Customer Service:
  • Ensure excellent customer service delivery by maintaining a professional and helpful demeanour in all interactions with end-users.
  • Address customer concerns, complaints, or escalations, working towards prompt resolution and customer satisfaction.
  • Collaborate with other teams and departments to improve service quality, identify recurring issues, and implement preventive measures.
• Documentation and Reporting:
  • Maintain accurate and up-to-date documentation of incidents, service requests, resolutions, and knowledge base articles.
  • Generate reports on team performance, incident trends, and service metrics, identifying areas for improvement and implementing corrective actions.
  • Contribute to the continuous improvement of support processes, workflows, and knowledge management systems.

Key skills:

• Previous experience in a 1st line support or Service Desk role ideal but not essential.
• Strong technical aptitude and troubleshooting skills across various software and hardware environments.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Leadership abilities, including the capacity to motivate and guide team members, manage conflicts, and foster a positive work environment.
• Strong organizational and time management skills, with the ability to multitask, prioritize, and meet deadlines.
• Customer-oriented mindset with a focus on delivering exceptional service and maintaining high levels of customer satisfaction.
• Experience in Major Incident Management and familiarity with Incident Management processes.
• Proficiency in using support tools, ticketing systems, and remote assistance tools.

At P&O Ferries we want you to be you. Not only will that make us stronger but will allow us to bring authenticity to everything we do. We know our customers come from all walks of life and so do our employees. We are all about connecting the world and that starts with finding connections with who you work with.

When we recruit, we want to you to bring your whole self to work and we are working towards increasing diversity across all of our employees. We know we cannot be the best unless we recruit the best regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, or neurodiversity.#pando

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