Oliver Marks Consulting are recruiting on behalf of a national MSP with offices and clients across the country. They are currently looking to aquire an IT focused Service Management Analyst on a permanent basis. The client has fully embraced hybrid working, you will only need to be in the North London office 2 days a week, the rest is remote.
The role in question, is to initially work beneath a Service Delivery Manager, to look at existing contracts and clients from a service perspective, in order to see how processes can be improved, SLA's streamlined and overall time from ticket issue to resolution to be reduced. In addition to the day to day work, you will be tasked with looking at ticketing trend analysis and root causes in order to minimise consistant issues and any ongoing faults to the clients IT estate.
Ideally you will have the following skills/experience to be successful in the role;
- strong customer service experience
- service delivery
- root cause analysis
- ticketing trend analysis
- ITIL V3/4
The client fully promotes continual growth and will pay for ITIL V4 courses and qualifications as well as provide any further training as the role progresses.
Progession is a key factor of their business plan. This role will lead into a service delivery manager in which you will have your own client base. They much prefer to promote within!
A full job spec is available as well as client details. This role would suit someone from a technical helpdesk back ground, looking to move into a more service driven role.