Technology Service Support Specialist

2 weeks ago


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

We are seeking a highly skilled Technology Service Support Coordinator to join our team at St. James's Place. As a key member of our operational team, you will be responsible for overseeing service delivery across internal teams, managing incidents, and ensuring end-to-end service standards.

Key Responsibilities
  • Oversee service delivery across internal teams to ensure end-to-end service standards.
  • Manage incidents, including priority incidents and associated communications.
  • Manage escalations and complaints on behalf of the Technology Division.
  • Manage projects into live support with the SJP Service Desk and other supporting areas.
  • Conduct regular service reviews with the SJP Service Desk and other suppliers.
  • Continual Improvement across key areas of support responsibility.
  • Develop, review, document, and implement support processes.
  • Design and deliver Management Information (MI) in support of the Service Management function.
  • Chair and/or attend Problem Management related meetings.
  • Develop and manage Knowledge in support of the Service Desk and SJP Business.
  • Investigate the root cause of complex issues and escalate to the correct resolving team for timely resolution.
Requirements
  • General understanding of technical principles with an ability to understand the service management implications of new technologies.
  • Good spreadsheet skills.
  • Analytical, adaptable, and able to problem solve.
  • Strong relationship-building skills.
  • Resilient with an ability to work under pressure and effectively handle user escalation.
Desirable
  • IT Service Desk experience.
  • A background in ITIL and IT Service Management.
  • Knowledge of formal methodologies in IT service delivery, project, and change management.
  • Experience of incident management principles.
  • An understanding of data networking and Microsoft desktop products.

This role requires flexibility in approach, particularly in support of major incidents or business continuity events. Some travel to visit outsourced suppliers may also be required.

We offer a range of benefits, including private medical, meaningful protection benefits, a non-contributory pension, parental leave, and flexible working arrangements.



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