Service Delivery Analyst
As a member of the Service Delivery Team you will be part of a dynamic group providing proactive and reactive support on business critical services. The role offers a wide range of responsibilities, all key to the delivery of a 1st class Information Technology service.
Role Responsibility
Core competencies that must be demonstrated are:
Role Responsibility
- Working to provide Support to 700 units nationwide from a proactive angle using monitoring tools, daily check scripts and other utilities in an attempt to maintain provision of core IT services to the business. Experience writing and running basic SQL queries would be advantageous, along with any other basic programming language experience.
- To provide 2nd Line support on all in house developed bespoke applications such as MyMicros Reports, BSC and MyInventory. All on-job training will be provided, but experience supporting bespoke applications is essential.
- Working closely with 3rd Party suppliers on reactive elements of Support such as Telephony, Computer Hardware and many others. Must be able to log calls with plenty of accurate information, perform troubleshooting and resolution on select issues, own call through to resolution, manage customers and follow procedure to escalation if SLA not being met.
- Providing 1st / 2nd Line assistance to Head Office users from desk and remote locations on all user technologies including hardware (laptop, desktop and printer), software (email client, Office suite, bespoke apps), mobile and desk telephony equipment and connectivity issues (VPN, TCP/IP, DHCP, cables). Experience rebuilding computers using deployment software would be advantageous.
- Perform ‘On Call’ support for Priority 1 situations out of office hours on a rota basis.
Core competencies that must be demonstrated are:
- Must be trustworthy and self-motivated, able to show ownership of daily duties without supervisor both on a day to day and On Call basis.
- Must be able to communicate clearly, concisely and with correct level of detail for intended audience both written and verbally, always setting the users expectation honestly and realistically.
- Must be able to follow set procedures in order to progress work internally and with 3rd Parties efficiently. Also able to look for opportunities to optimise process where possible.
- Must be a punctual individual as business and team rely on this for agreed support hours.
- Must be quick and avid learner able to troubleshoot issues promptly basing decisions on facts and not assumptions even when under pressure.
- Must be able to prioritise effectively to meet both short and long term objectives.
- Must be able to work with others to solve problems as part of a team and act as a flexible team member willing to put in extra effort to deliver when needed.
- Be able to use SQL to perform production checking tasks. An understanding and experience of this would be good.
- Troubleshoot and resolve issues on Windows XP/7 platform, Office XP/2007 suite, HP printers, Lotus Notes/Outlook email client
- Experience performing Active Directory administration, networking basics (TCP/IP, DHCP, DNS, patching) and many bespoke web and client based applications.
- Have experience supporting Blackberries and Nokia mobile phones.
- Experience re-imaging computers using deployment software and rebuilding hardware components of computers.