the Sword team in the role of EUC Team Lead. This is a Lead role, ensuring that the Support Team consistently applies our Service Management processes and procedures, which are in alignment with the ITIL framework, is key to achieving our support service's KPIs while minimizing any negative … our services, meeting the ever-evolving needs of our organization. This role is based in Aberdeen, Scotland. Requirements Ensure that Support Team applies Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve KPIs and allow for efficient growth with little … the customer and other 3rd parties. ITIL Foundation Qualified Experience in the IT industry Experience in a service Desk and desktop environment including Incident Management, Problem Management and ChangeManagement Excellent communication skills with all levels of staff within the organisation and customer Excellent organization skills more »
create personal service requests to provide assistance Incidents Take ownership of issues and incident related tickets that are escalated to the Business Systems queue ChangeManagement Raise and represent Business Systems Change Requests in CAB. Implement if actions are to be completed by Business Systems team and … coordinate 3rd party vendors for their steps Problem Management Investigate ongoing and known issues to find the root cause and resolve Applying fixes and upgrades as required, working with third party suppliers as necessary, Executing small projects to make improvements and provide support for larger projects as required, Managing … administration Must have knowledge of Web technologies and Windows Server environment Must be aware of security surrounding applications, such as SSL, Service Accounts, Password Management etc Must have good problem solving skills Excellent communication skills and ability to work with business stakeholders at all levels, Excellent customer service skills more »
clients and act as an internal point of escalation for all support related incidents Troubleshooting and diagnosis of all network and security related incidents Changemanagement and risk assessment for all managed service clients Implementation of changes across all managed service clients Aid with project engineering as and … when required Input into policy and procedures and ensure documentation is kept up to date and to a high standard Vendor escalation and case management Assisting the Technical Services Manager with creation of major incident reports, service reports and root cause analysis Performing regular maintenance and patching of managed more »
clients and act as an internal point of escalation for all support related incidents Troubleshooting and diagnosis of all network and security related incidents Changemanagement and risk assessment for all managed service clients Implementation of changes across all managed service clients Aid with project engineering as and … when required Input into policy and procedures and ensure documentation is kept up to date and to a high standard Vendor escalation and case management Assisting the Technical Services Manager with creation of major incident reports, service reports and root cause analysis Performing regular maintenance and patching of managed more »
clients and act as an internal point of escalation for all support related incidents Troubleshooting and diagnosis of all network and security related incidents Changemanagement and risk assessment for all managed service clients Implementation of changes across all managed service clients Aid with project engineering as and … when required Input into policy and procedures and ensure documentation is kept up to date and to a high standard Vendor escalation and case management Assisting the Technical Services Manager with creation of major incident reports, service reports and root cause analysis Performing regular maintenance and patching of managed more »
