Technology Service Support Coordinator

1 week ago

Cirencester, Gloucestershire, United Kingdom St. James's Place Full time
Job Description

**Job Title:** Technology Service Support Coordinator

**Job Summary:** We are seeking a highly skilled Technology Service Support Coordinator to join our team at St. James's Place. The successful candidate will be responsible for overseeing the delivery of exceptional service to our internal teams, ensuring end-to-end service standards are met.

Key Responsibilities:
  • Manage and prioritize incident resolution, ensuring timely and effective communication with stakeholders.
  • Escalate and resolve complex issues, collaborating with cross-functional teams to ensure seamless service delivery.
  • Develop and implement support processes, ensuring alignment with business objectives and service standards.
  • Design and deliver Management Information (MI) to support service management, including regular reporting and analysis.
  • Chair and attend Problem Management meetings, driving issue resolution and service improvement initiatives.
  • Develop and manage knowledge bases to support the Service Desk and business stakeholders.
  • Investigate root causes of complex issues, escalating to resolving teams to ensure timely resolution.
  • Produce regular service reporting, including key risks and trends, to inform business decisions.
Requirements:
  • General understanding of technical principles, with ability to understand service management implications of new technologies.
  • Good spreadsheet skills and analytical abilities.
  • Strong relationship-building skills, with ability to work under pressure and handle user escalation.
  • Desirable: IT Service Desk experience, ITIL and IT Service Management knowledge, and experience with formal methodologies in IT service delivery, project, and change management.
What We Offer:
  • Private medical insurance, paid for by the company.
  • Meaningful protection benefits, including 10X life cover, PHI, and critical illness.
  • Non-contributory pension, with 10% company contribution (increasing with length of service up to 15%).
  • Parental leave, with 6 months full pay.
  • 28 days holiday entitlement, plus bank holidays (based on full-time equivalent), with option to buy up to an additional 5 days holiday.

**Flexible Working:** We offer a hybrid working policy, allowing for flexible working arrangements, including part-time work, job-sharing, remote working, and flexibility on hours.

**Equal Opportunities Employer:** We are committed to equal opportunities and want to ensure our recruitment process is accessible and inclusive for all. If you require reasonable adjustments, please let us know.

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