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Our client are a leading Utilities and Infastructure business  who are goin through an exciting period of investment and change which will see them double in size to circa 100 million this year and have major plans for further acquisitions and growth in 2022 /23

Job Purpose:

To co-ordinate the IT Service Management (ITSM) functions and resources within the IT Service Desk, ensuring quality and performance standards are met and contributing to an efficient and effective IT Service.

Key Tasks & Responsibilities:

• To co-ordinate the IT Service Desk Analysts and ITSM functions within the IT Service Desk ensuring that services and support are available during service operational hours.
• To provide a high level of technical first level IT support in line with IT Service Management (ITSM) best practices for all services delivered by the IT Team ensuring customer focus is at the heart of service delivery.
• To work collaboratively across the IT environment and with customers to ensure delivery of the IT programme of work identified in the Change Management process and IT Roadmap
• To ensure that the IT Service Desk are consistently working toward and maintaining realistic performance targets in line with ITSM best practices.
• To own and deliver the IT quality monitoring process.
• To own and maintain the customer perception programme ensuring that feedback is delivered in accordance with procedures and improvements are fed into the Service Improvement Register.
• To work collaboratively with the Head of IT, 2nd Line Team Leader, MI/BI Analyst and Technical PM to ensure that live services have completed the Service Transition process prior to live delivery.
• To own the Change Management process and chair the Change Advisory Board (CAB) ensuring that all service changes are authorised appropriately, communicated in a timely manner and service disruption is minimised.
• To take ownership of workload assigned through ITIL core processes (Incident, Problem, Change etc.) or the IT Programme of work and ensuring that personal, team and customer SLA targets are achieved.
• To maintain the full suite of IT service standards, policies, procedures and knowledge articles with particular emphasis on Health & Safety, customer care, security and data protection.
• To support the IT Service Desk and staff to deliver highly available services to the IT customers providing cover and support when necessary.
• To adhere to all relevant Company and IT policies and procedures.
• To undertake any other relevant duties appropriate to the grade, and commensurate with the post holder’s skills and experience, as directed by the Head of IT.

Qualifications

Essential

• Advanced level of general education and good numerate and literacy skills.
• IT Service Management (ITIL etc.)

Desirable

• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Administrator (CCNA)
• A degree in a computer related discipline or evidence of actively working towards. 

Skills / Knowledge / Experience 

• Organisational / problem solving skills
• Excellent communication skills, both verbal and written.
• Ability to work independently
• IT Service Management (ITIL Processes etc.)

Demonstrable first level support knowledge in the following key areas:

• Microsoft Server based Operating Systems and Active Directory
• Microsoft Messaging Services (Exchange)
• Microsoft Desktop
• Networks (WAN/LAN/Wireless)
• Telephony (VOIP)
• Security and Anti-Virus
• Web / Application Development and Operational Support
• Database Administration

Experience

• Experience of working in a customer focused ICT Service delivery environment.

Demonstrable high level of experience in at least one of the following key areas:

• IT Service Management (ITIL)
• Microsoft Server based Operating Systems and Active Directory
• Microsoft Messaging Services (Exchange)
• Microsoft Desktop
• Networks (WAN/LAN/Wireless)
• Telephony (VOIP)
• Security and Anti-Virus
• Web / Application Development and Operational Support
• Database Administration