IT Service Delivery Expert

6 days ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time
About the Role

Sword Group is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.

Key Responsibilities:

  • Deliver services in line with customer requirements, aiming to meet defined service level targets.
  • Work in conjunction with other IT support groups to ensure successful resolution of desktop-related issues and other IT issues where an on-site presence is required.
  • Ensure any incidents which cannot be resolved directly are passed to relevant second- or third-line support groups, liaising with the IT Service Desk as necessary.
  • Use IT service management software including the ticketing system and liaise with the IT Service Desk to ensure incident and service request tickets are recorded and tracked as necessary.
  • Pro-actively monitor call queues as instructed to ensure all incidents and service requests are progressed and updated through to completion.
  • Provide help and advice to users based on established policies, standards, procedures and best practices.
  • Participate in office moves ensuring IT equipment is moved safely and re-commissioned as required by the business.
  • Help to manage the on-site inventory of IT equipment and spares, making sure necessary asset and configuration records are updated and maintained.
  • Act as the on-site representative of the Information Services function on behalf of the Information Services Manager.
  • Identify opportunities to improve IT services, procedures and other aspects of the Information Services Management Framework.

Requirements:

  • Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role.
  • Experience of applying processes and procedures.
  • Experience of building and maintaining excellent relationships with customers.
  • IT troubleshooting skills.
  • Delivering a consistent first-class service to customers.
  • Awareness of ITIL processes and functions.
  • Experience of working in a user support role.
  • Excellent communication skills.
  • Confidence working in different onsite environments.

Benefits:

  • Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
  • Flexible working: Flexible work arrangements to support your work-life balance.
  • A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.

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