Service Desk Analyst

Service Desk Analyst

Employment Type: Permanent

Location: London - On Site

My London client is looking for an IT Service Delivery Expert whose responsibilities are 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, you will 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:

1. Oversight of daily operations of the ICT team to support the Team Lead in driving continuous improvements in operations and customer service.
2. Support & manage change and release processes, maintaining minimal disruption.
3. Engage stakeholders and ensure their needs are addressed.
4. Document ICT project guidelines and ensure that ICT teams follow them. Oversee the end-to-end delivery of IT services, ensuring alignment with our expectations and organizational standards.
5. Collaborate with cross-functional teams to implement service improvement initiatives that enhance service quality and efficiency.
6. Manage relationships with suppliers, acting as the primary point of contact for service-related inquiries and issues.
7. Develop and maintain service delivery metrics and reports, analyzing performance to identify areas for improvement.
8. Facilitate regular communication with stakeholders to ensure transparency and address any concerns promptly.
9. Support the professional development of team members, promoting a culture of continuous learning and growth.
10. Analyze ticket assignment, prioritization, and escalation to ensure incidents are resolved within agreed service levels and implement strategies to prevent future incidents.
11. Act as a support for internal users alongside the Team Lead of ICT services by administering hardware/software, providing clarifications, training, and technical support to end users, ensuring efficient use of corporate systems.
12. Oversee and support the installation, configuration, and maintenance of hardware and software components of the HQ offices.
13. Analyze and handle the resolution of technical issues of the installed IT equipment and software, applying agreed processes and procedures.
14. Analyze detailed records and documentation of incident reports, including problem information and resolution steps, to establish a better course of action for future incident prevention.
15. Participate in IT projects related to the selection and implementation of new ICT services, or take responsibility for specific stages of IT service delivery.
16. Collaborate and support a wider team of Service Desk specialists and a higher level of IT support (L2).
17. Work on other tasks within the agreed scope of work based on the Supervisor's instructions.