IT Service Delivery Analyst

As a Service Operations Analyst, this role requires a technical support specialist to serve as a Subject Matter Expert for the IT service(s) to which they are aligned. Whilst you will have your own specialization, you will also have the capacity to provide support for other services as needed.You will adopt an automation-first, problem management-focused mindset for ticket management and resolution, focussing on addressing the root cause of issues not just the symptoms and prevent repeat occurrences.You must have a customer focussed mindset for incident and request resolution, focussing on restoring service for impacted customers. You will provide support to major incidents working with the Operational Support Leads and other IT service managers and technical support staff.For complex issues, you will escalate to the Technical Operations team ensuring that all key information is collected to enable an effective handover between support teams. You will work with the Technical Operations team to identify enhancements which can be made to be able to resolve issues within the Service Operations team without requiring escalation.In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance processes and procedures for overall efficiency and effectiveness.Key responsibilitiesEnsuring rapid resolution of incidents and requests with a customer service focusCarry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolutionReduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issuesLiaising with other business and IT Teams where necessary to implement permanent fixes and solutionsManage business communications relating to your service(s) throughout the lifecycle of any issueSupport the onboarding of new services and customers where required to ensure smooth transitions into live serviceKey skills and experience required.Essential : Experience working in a large organisation providing Enterprise IT supportExperience working with ITIL processes for service managementITIL V4 foundation (v4 or above)Technical experience of administration and support of some or all of the following technologiesWindows servers (2016 and above)Windows desktop OS (10 and above)Mobile device management (e.G. Intune)Active Directory / EntraID for user / group managementMicrosoft 365 (Office, Teams, SharePoint, OneDrive)End user devices (laptops, mobile phones, printers)Understanding of LAN / WAN networking and firewallsSoft SkillsBe an excellent problem solver with proven ability to diagnose and resolve issues.Have good analytical skills, be methodical and accurate and show great attention to detail.Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.An excellent attitude towards delivering customer serviceThe ability to confidently engage with customers over the phone, listen and articulate complex information in a clear, approachable and empathetic manner.'Hands on’ approach and a willingness to learnDemonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.