Service Desk Analyst

Service Desk Analyst

Permanent

London- On Site

My london client is looking for an IT Service Delivery Expert whose responsibilities is aimed at ensuring effective service delivery and continuous improvement in operations and customer service including the end users for the accurate use of corporate applications and systems.

You will play a key role in driving excellent customer satisfaction, successful project delivery, managing stakeholders, and fostering a collaborative environment. Additionally, manage escalations, monitor service desk performance, and drive continuous improvements in service delivery in conjunction with the ICT Service Desk Lead and other ICT colleagues. This role reports to the IT Infrastructure and Business Applications Director.

The role encompasses the following key activities and responsibilities:

• Oversight of daily operations of the ICT team to support the Team Lead in driving continuous improvements in operations and customer service
• Support & manage change and release processes, maintaining minimal disruption.
• Engage stakeholders and ensure their needs are addressed.

• Document ICT project and guidelines and ensure that ITC teams follows them.Oversee the end-to-end delivery of IT services, ensuring alignment with our expectations and organizational standards.
• Collaborate with cross-functional teams to implement service improvement initiatives that enhance service quality and efficiency
• Manage relationships with suppliers, acting as the primary point of contact for service-related enquiries and issues
• Develop and maintain service delivery metrics and reports, analysing performance to identify areas for improvement
• Facilitate regular communication with stakeholders to ensure transparency and address any concerns promptly
• Support the professional development of team members, promoting a culture of continuous learning and growth

• Analyses ticket assignment, prioritization, and escalation to ensure incidents are resolved within agreed service levels and implements strategies to prevent future incidents.
• Acts as a support for internal users alongside Team lead of ICT services by administrating hardware/software, providing clarifications, training, and technical support to end users, ensuring efficient use of corporate systems
• Has oversight and supports the installation, configuration and maintenance of HW and SW components of the HQ offices
• Analyses and handles the resolution of technical issues of the installed IT equipment and software, applying agreed processes and procedures
• Analyses detailed records and documentation of incident reports, including problem information and resolution steps, to establish a better course of action for future incident prevention
• Participates in IT projects related to the selection and implementation of new ICT services, or takes responsibility for specific stages of IT service delivery
• Collaborates and supports with a wider team of Service Desk specialists and a higher level of IT support L2
• Work on other tasks within the agreed scope of work based on the Supervisor's instructions