Service Delivery Analyst

2 weeks ago


Hitchin, United Kingdom Fortem Full time

**The Role** Due to our continued success here at Fortem, we are delighted to be recruiting for an experienced and customer focused Service Delivery Analyst to join our IT Service Delivery team, to provide technical (1st and 2nd line) support to Fortem employees.
At Fortem we care passionately about developing talent, investing support and encouraging our people to reach their career goals, and this is a great opportunity to join a highly successful business.

**The Project** Reporting to the Service Delivery Lead, you will provide customer centric support to Fortem employees and play a key role within a "business focussed" support function that strives to deliver a high first time fix rate.
Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Desk, you will successfully manage customer expectations and achieve set service level agreements and key performance indicators, whilstalways trying to exceed them.
You will take ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution, whilst continuously adhering to policies and procedures. This is predominately a desk based role, however should the need arisesite based support would be required.
Most importantly, you will be joining a values based business with a true family ethos, with our people at the heart of everything that we do. Are you looking for a job? Or are you looking for an employer who will welcome you, support you, and encourage youto be the best you

**Essential And Desirable Criteria** Essential:

- Operating Systems: Windows 7 and\or 10 certified
- Infrastructure Support: Strong all round network and server experience
- Active Directory: Administration
- Group Policy: Administration
- Exchange: 2010 and 2016 administration
- Build and software deployment experience.
- Proactive individual who can identify areas for improvements.
- Understanding of the latest technologies and how they can be applied.
- Customer focussed
- Reliable and flexible
- Previous experience of working to service level agreements (SLA's) and key performance indicators (KPI's)
Desirable:

- ITIL v3 certified.
- Server 2008 and 2012 certified.
- Office 2010, 2016 & 365 end user support.
- Mitel & Lync (UC Platforms) support and administration.
- ServiceNow administration and support experience.
- Microsoft SCCM and patch administration.
- Experience of working within a compliance driven environment.
- Understanding of the construction, repairs and maintenance sector.
Other requirements:

- Full UK driving license
- Flexibility to travel within the UK if required
- Willingness to work to a shift rota working pattern, with out of hour's support, if required.

**Personal Qualities** At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest & trustworthy, take responsibility, beproud, and listen & act. If you are passionate about what you deliver, and willing to go the extra mile then come and join our Fortem team, and become a great ambassador of our business.

**About Us** Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a valuesbased business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.



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