Service Desk Specialist

Service Desk Specialist - HaloPSA/ITSM - ITIL Qual
Permanent
Salary £40,000 - £50,000
Location: Full time in Croydon prior to complétion of probation Hybrid working available post probation. Must be willing to commute to Croydon frequently, and on occasion the London office (EC3R).
ITSM This is an exciting opportunity to be a part of a newly formed Service Management function with a large IT company. The individual must have past experience within ITSM, managing a Service Desk and Designing and Transitioning services in to support
The company is now growing its ITSM / Managed Service Offerings and requires an experienced Service Management Specialist to join the business.
The individual will report into the Service Manager, working together to expand the Service Management offerings and supporting models. You will also be establishing the companies ITIL Process in line with the newly implemented CRM & ITSM, HALOPSA.
The Service Management Specialist must be self-sufficient and a proactive Individual with drive to want to improve and scale.
Specialisms:
SERVICE DESK
- Effectively managing, developing, and upskilling the Service Desk Team to ensure high level customer service.
- Ensuring that all ITIL processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Facilitate continual service improvement.
- Conducting and sharing results from service and operation performance reviews.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Report on Service Desk activity including agreed KPIs.
- Ensure that the delivery outcomes of Services meet the agreed customer and stakeholder needs and create the expected business value.
- Assisting with the management of the Change process, such as reviewing requests for changes for completeness and assisting with approvals - CAB Member.
- Work with the Service Manager to establish Manged Service Offerings and cost models.
SERVICE DESIGN
- Assist with Designing New Services in line with Service Desk capabilities ready for transitioning to live.
- Build and maintain Transition Process and Checklist to ensure new service are onboarded correctly and each team as the knowledge required to support the service.
- Execute activities required as part of the Service Transition process, assisting PMO with managing projects and programs through the process lifecycle to successful handover to Service management/Service Desk.
- Ensure that all relevant staff have the required understanding, knowledge and training in the Service Transition process and are aware of their role in the process
- Ensure all documentation, operational agreements/contracts, processes and tools required for effective operational management of any new system or infrastructure are in place before go-live or, where incomplete, the operational risk is understood and clearlyarticulated and agreed with the relevant teams.
- Ensure appropriate early life support and warranty exit criteria are documented and signed off, including the supporting governance and assurance framework.
EXPERIENCE
- Minimum 6 years working for an MSP.
- Experience required in delivering IT technical services within a small to Medium MSP organisation.
- Strong Experience working with ticket management systems (preferably HaloPSA/ITSM).
- Working knowledge of ITIL practises/processes.
- Experience building and documenting Processes and workflows.
- Experience working with vendors and/or 3rd parties suppliers.
- Knowledge of how services connect and enable End Users to perform work related tasks through connecting to Network, Server and storage platforms.
- Experience with building and maintaining a Service Desk.
- Experience with Design and Transitioning of Services in to live.
- Experience as a Service Delivery Manager.
Qualities:

- Good time keeping.
- Good organisational and decision-making skills.
- Analytical, with exceptional attention to detail.
- Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity both verbally and written.
- Passionate, professional, with a 'can-do' attitude at all times.
- Must be a team player.
- Ability to adapt to changing circumstances.
- Learning based agility.
- Self-motivated, disciplined and enthusiastic.
- Aptitude for understanding and solving problems.
- Ability to communicate and work across different cultures and social groups.
- Ability to work in a rapidly expanding and fast changing environment.
- Willing to travel for work purposes - hold a valid driving License.
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.