Onsite Service Delivery Consultant

Our Business Services Technology team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT Service Operations, Finance and Quality & Risk Management teams make it their mission to ensure Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing business.

The Business Technology Group, with the assistance of a number of key third party suppliers, supports approximately 3000 users across 16 offices in the UK, with exposure to some Global Infrastructure Finance (GIF) offices in Delhi, Toronto and Sydney also.

**Job Purpose**

The Service Support Team work directly from a Service Now queue and a key responsibility for the Onsite Service Delivery Consultant is to support the Senior Service Delivery Consultant with business escalations for expedited Incidents or Service Requests that are awaiting completion in the Service Delivery and Service Desk queues.

Helping to identify and create Knowledge Base documentation for Service Desk, 2nd line support and the business end users to increase self-service and responsibility for the management of the Service Delivery queue, assignment of tickets daily and ensuring progress through to completion in line with internal KPI's.

Ensuring all 1st & 2nd line processes, e.g., Incident, Problem, Service Requests, SLA and CMDB management are robust and continually reviewed for process improvement. Where improvements can be made to add them to the Continual Service Improvement Register and own them to resolution.

Ensure that the company's data and information are protected from unauthorized access following internal Security/Governance/GDPR policies and continually educate and champion this across the team.

Role & Responsibilities
- Day to day management of all Incidents and Service Requests passed from the Service Desk to the Level 2 onsite support queue, owning and progressing calls to other teams or third parties for further investigation.
- Update and manage the Service Delivery ServiceNow cases logged in your queue, ensuring the calls are assigned to yourself or promptly to members of the team and all notes, progress and required updates have been input sufficiently and accurately before closure.
- Provide a professional appearance, outlook and timely service to end users and help to ensure yours and other support teams deliver to the same standard.
- Assist with the identification of Problem tickets and Service Desk trends by being conscious of reoccurring Incidents and Requests.
- Ability to work to ITIL based standards and processes, ensuring procedures are adhered to, highlighting any gaps, and suggesting improvements.
- Responsible for the exchange and documentation of knowledge between the onsite resolving groups and the Service Desk.
- Manage direct customer contact ensuring tickets are logged and procedures followed at all times.
- Have an understanding of asset management ensuring stock levels are maintained as appropriate with support of Third Parties and management.
- Provide support contingency for the Audio-Visual lead engineer for AV and Meeting Room support as a backup resource, ensuring the Mazars front-of-house and back-of-house meeting room equipment is maintained to high standards and is available to internal staff and external customers alike.
- Assist training services to educate end users on the effective use of workplace, meeting room and collaboration equipment.
- Assist with project related activities, as necessary.
- Providing support coordination for Mazars bi-annual graduate intakes as well as ensuring all new joiner processes and procedures are followed and reviewed for improvement regularly
Where appropriate create and organise ad hoc drop-in sessions enabling customers to get the best out of technology.
- Requirement to travel to other supported sites as required or requested by management.
- Work with the IT Service Support Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
- Be the Senior Service Delivery Consultant delegated authority as and when required.

Skills, Knowledge and Experience

**Essential Requirements**
- V3/V4 ITIL experience
- Professional customer facing appearance and behaviours
- Previous experience in a corporate technical support customer facing role
- A high degree of commitment to customer service excellence
- Excellent communication skills with customers and team members alike
- Highly motivated, approachable, tenacious and able to work on their own initiative as well as part of a team
- Acts as a role model, always has respect for the individual, sets high standards of quality and demonstrates a commitment to self and team development
- Demonstrates an ability to analyse and prioritise situations, escalating when necessary
- Ability to w