Other
Glasgow

Service Delivery Analyst

Ref: 1168| Posted: 16th Jun 2022

Our ship management client requires a Service Delivery Analyst to operate on the service desk and be the first point of contact for providing 1st line IT support. In addition, the Service Delivery Analyst will also be responsible for handling all new incidents and requests logged to the Service Desk.
 
THE SUCCESSFUL APPLICANT
  • HNC/HND or equivalent experience
  • 1 to 2 years in a commercial environment, preferably supporting a large userbase. Service Delivery Analysts will be exposed to a number of varying issues impacting both onshore and offshore users. As such, the successful candidate will be expected to be able to prioritise, display empathy, identify major incidents and provide timely updates to business users – therefore experience of supporting this environment is important
  • IP Networking and Hardware support experience desirable, in addition to Desktop & Printer Hardware support and Windows 7 & Windows 10 support
  • Windows Server Administration and Active Directory Administration experience desirable
  • Desktop & Printer Hardware support experienced
  • Remote access experience and remote support
  • IP Phone management Administration (Avaya) competent
JOB DESCRIPTION
  • React quickly and professionally to service desk incidents and requests that are submitted by users via the Self-Service Portal
  • Responding to support requests for hardware such as, but not limited to, PC’s, Laptops, Mobile devices, and printers
  • Responding to Service Requests that relate to, but not limited to, access/application/hardware requests, New Joiner/Leaver requests and standard requests that are submitted via the Self-Service Portal
  • Provide knowledge base articles to be consumed by the end user – with the objective of reducing calls by empowering colleagues to search knowledge base for guidance/process or procedures prior to engaging the Service Desk
  • Collaborate with other Company IT teams to facilitate change and introduce new services to the business
  • Use a collaborative approach to problem solving within Service Desk team and other resolver groups
  • Provide clear and concise ticket notes in ITSM tool when creating, updating, and resolving incidents.  Ticket quality is imperative
  • Identify CSIP (Continuous Service Improvement Process) items that may improve how the Service Desk functions
  • Ensure that the Asset Database is maintained at all times
  • Major Incident Management – play a key role in supporting any P1 or P2 scenarios impacting the business
REMUNERATION PACKAGE ON OFFER
 
Competitive Salary and Benefits Package