line with agreed service levels. Diagnose and resolve issues with PCs, laptops, printers, mobile devices, Microsoft 365 and other Trust systems. Log and track all calls via the ITservicemanagement system, keeping users updated throughout. Provide clear advice and guidance to colleagues, explaining technical issues in simple terms. Support the installation, configuration and maintenance of IT equipment and software. More ❯
ambitious goals, prioritize effectively, and align team efforts with broader business objectives Technical Acumen: Familiarity with IBMi (iSeries) and/or Intel platforms, along with a solid understanding of ITSM/ITIL practices Strong Communication: Ability to engage confidently with both technical and non-technical stakeholders, building trust and fostering collaboration across teams Data-Driven Decision Making: Skilled in analyzing More ❯
and proactively respond to alerts and tickets (Level 1 support) Own and resolve incidents and service requests, escalating when needed Keep stakeholders informed and systems up to date via ITSM tools like ServiceNow Work closely with various technical teams to ensure service quality and continuity Support projects and handle out-of-hours responsibilities like performance updates and technical checks Rotate More ❯
2nd line level incidents, ensuring timely escalation when necessary. Maintain high levels of call ownership, ensuring incidents, changes, and service requests are resolved efficiently and aligned with SLAs Utilise ITSM tools to track and update incidents, keeping stakeholders informed on progress Ensure compliance with processes and procedures to deliver high-quality service Monitor alerts, raise calls, and manage operational tools More ❯
for the M365 tenant migration and Windows 11 upgrade. Engage with programme, technical, and operations teams to ensure new/changed services are fully documented, supportable, and aligned to ITSM best practices. Conduct impact assessments and readiness reviews across technical, process, and people dimensions. Develop and maintain Service Design Packages and Service Transition plans. Facilitate workshops with Service Owners, Architects … transition for Windows 10-11 upgrades. Deep understanding of ITIL (v3/v4) practices, particularly Service Design, Service Transition, and Continual Service Improvement. Experience integrating new services into existing ITSM toolsets (ServiceNow, Remedy, or equivalent). Excellent stakeholder engagement and communication skills, bridging technical and operational teams. Experience delivering in M&A or complex migration environments. Disclaimer: This vacancy is More ❯
