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IT Service Delivery Specialist
2 months ago
We are seeking a skilled IT Service Delivery Analyst to join our team at South Western Railway. As an IT Service Delivery Analyst, you will be responsible for the timely logging, assigning, and resolution of faults and requests.
Key Responsibilities- Ensure faults, service requests, and project requests are logged, assigned, and given the correct priority.
- Assist in resolving escalated calls and planning speedy resolutions for all calls that fall outside the Service Level Agreement.
- Ensure processes are followed in line with ITIL standards and South Western Railway policies and procedures.
- Take responsibility for raising orders, checking invoices, and raising these to the appropriate levels for sign off.
- Keep accurate IT records, including user accounts, asset register, software inventory, and support documentation.
- Provide advice, guidance, costs, and implementation of any requested services or projects.
- An excellent communicator, who puts customer service at the forefront of their approach.
- A pro-active individual with proven experience of Office 365 administration, Microsoft SCCM, Laptop/PC imaging, and experience of working with Antivirus software.
- An excellent problem solver, capable of using initiative in daily tasks.
- Able to manage sensitive and sometimes confidential information.
- Safety-minded, capable of recognising any potential risk to colleagues and customers and taking the appropriate action.
- Able to work under pressure and meet deadlines, identifying the correct solutions for faults and requests to avoid unnecessary costs.
- Organised and effective at prioritising tasks and managing time efficiently.
- Self-motivated and able to champion, support, and mentor junior staff.
Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport.
Working PatternWorking an average of 37 hours per week over 5 days, Monday to Friday. Must be flexible to work out of hours as per business needs.
The RewardIn return, we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees.
- Free leisure travel for spouse/partner and dependants (criteria dependent).
- 75% discount on many other train operating companies.
- Full training and support with development.
- Large range of exclusive retail offers.
- Excellent pension scheme.
