Octopus Hiring for Service Desk Team Lead at London EC1N Full Time

Octopus
Octopus is a group of innovative, entrepreneurial businesses investing in the people, ideas and industries that will help to change the world. We are experts in financial services and energy, and we’re also a certified B Corp, meaning we care as much about the impact of our investments as the returns they generate. Today we manage more than £12.4* billion on behalf of retail and institutional investors. Our energy supply business is one of the fastest growing companies in the UK, reaching 3.1 million customers in just five years, and is the only supplier to be recommended by Which? four years in a row.

Octopus Energy, Octopus Giving, Octopus Moneycoach, Octopus Investments, Octopus Renewables, Octopus Real Estate, Octopus Ventures, Octopus Wealth and Seccl Technology are all part of Octopus Group. Visit octopusgroup.com.

• Funds Under Management data includes undrawn commitments, funds under advisory mandates, funds monitored and the Octopus Cash service as of 31st December 2021

Labs
Labs use the latest technology to build state of the art systems to support our business processes. Our team are constantly looking for new technologies, and people at all levels of the function are encourage and expected to contribute with ideas on how we can improve our products. We embrace diversity and have people from a wide range of backgrounds working both in the UK and from countries around the world.

Role Purpose

This is a senior position within our 4 person IT Service Desk function which acts as the first line for all queries and incidents raised by business colleagues across Octopus Investments. The role holder will operate as the lead of the IT Service Desk, accountable for managing each team member’s performance and development, driving process simplification and improvement with a focus on the Desk’s customer, while also for managing tickets up to 50% of the time.

It is considered a leadership role within the wider Service Support area which includes IT Service Desk, Desktop Support and Production Systems Support.

What you’ll do

• Oversight & day-to-day Management of the Service Desk team
• Mentoring and the Service Desk team
• Point of contact for inbound incidents/service requests received by email, phone and live chat
• Ticket triage & First Contact Resolution (FCR)
• Dispatching & tracking escalations to various IT Operations teams
• Communication with the business on incident/service request progress, system changes & service outages
• Being the “go-to” person for escalations
• Drive process improvement

What you’ll need

• Experience providing a customer service lifecycle experience
• Experience in an enterprise environment
• Knowledge of computer hardware and peripheral devices
• An understanding of computing operating systems
• Escalation management experience
• Continual Service improvement experience
• Senior stakeholder management experience
• Some previous experience in a Service Desk role or more general IT Support, within an enterprise environment
• A genuine love of technology and understanding how this work, and sometimes why they don’t
• Excellent stakeholder management skills and a love for excellent customer experience
• HOW you do it is just as important as WHAT you do
• You are a confident communicator, enjoy working in a friendly, collaborative, fast-paced team and are comfortable talking to people at all levels of the business

Additional Information

What we offer

Our Values

At Octopus we don’t just focus on what we do but also how we do it. Everyone shares our values of being straightforward, helpful and bold.

We’re committed to creating a diverse and inclusive employee experience for all. We promote equal opportunities for growth and development regardless of race, gender, religion, sexual orientation, age, disability, or socio-economic background. We believe strongly that teams are at their best when every member of the team feels safe to bring their whole self to work.