1st line Servicedesk support to the business. Deal with users, providing IT support and training. To provide first level customer contact, incident resolution and service request fulfilment in line with IT ServiceManagement (ITSM) best practices within the IT Service Desk, ensuring quality and performance standards … to an efficient and effective IT Service. Principal Accountabilities: To provide a high level of technical first level IT support in line with IT ServiceManagement (ITSM) best practices for all services delivered by the IT Team ensuring customer focus is at the heart of service delivery. … To ensure that Incident and Service Request information is presented within the ITSM software application consistently to maintain effective internal technical and external customer communication and to avoid duplication of effort. To ensure that individual and team performance and quality targets are maintained. To maintain the IT Knowledgebase with more »
IT Service Delivery Manager (Blackpool & Manchester) Salary: Up to +/- 35K plus car allowance Following exciting growth, we have a new position available for an IT Service Delivery Manager with a well-established, national group offering excellent career progression. Reporting to the IT Director, the position is … manage a small team of 1st and 2nd line technicians. The ideal candidate will hold ITIL foundation certification and demonstrate an understanding of IT ServiceManagement practices based on the ITIL framework. A full, clean UK driving licence is required. Key Responsibilities: Provide development plans, goals, and appraisals … direct reports. Work with an outsourced IT Service Desk to coordinate tickets, calls, incidents, etc Manage incidents Deliver Desktop Equipment Refresh Programme (e.g. monitors, Laptops, mobile phones, etc) Working with the IT senior team; make recommendation to support continual improvement Help with Contract and Supplier Management activities Manage more »
well defined, testable work items. As a Business Analyst, you will also be responsible for the technical documentation for system processes, specifications, and configuration management for a product team. The Business Analyst will work with the IT ServiceManagement team to ensure a seamless handover is provided … to the IT ServiceManagement team to enable continued support for changes in the products, which will include providing the relevant support documentation, monitoring, and troubleshooting guides. As a part of this you will provide induction/overview training to users as and when required For large IT … of functional spec and process for product features. Ensure user guides are complete and up to date for product support teams. Ensuring correct configuration management is carried out and documented for product changes. Ensuring new client onboarding is successful with efficient deployment of products, integration services, and setting configuration. more »
