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Our Client is an established Information Technology group specialising in delivering bespoke network services to large organisations and other service providers in the UK and abroad. They are looking to recruit a Service Level Management Support/Analyst.
The main focus of the role is to provide key support to the Service Delivery department in production of Service Level Metrics, Trend analysis and production of Service Performance reports for customers and department. They will also be responsible for the continued development of Service reporting portfolio and report automation.
The successful candidate will be involved in service delivery improvement plans and projects and provide direct support to the Service Delivery Managers. You will have at least 12 months experience in a similar role and have a good level of ITIL experience (Ideally ITIL foundation qualified).
Responsibilities and duties
- Analysis of incident events, resolution and closure
- Recording of service performance metrics against SLA
- Production of Service performance reports written and graphical for a large customer base
- Manage and track Service Level Credits
- Trend analysis on individual and group customer incident/change data
- Production of trend analysis reports for customer and internal use, written and graphical
- Direct support to the Service Delivery Managers for SLA measurement and reporting
- Track and monitor identified Trends
- Track and monitor changes in SLA's and the effect on current performance
- Ensure effective departmental and interdepartmental communication.
- Identify, develop & document working systems to support the Service Delivery function.
Qualifications, skills and experience
- Experience of Telecom/IT Service Management environment
- Experience of Remedy or a similar system
- Excellent knowledge of Service Level principles and measurements, Availability, MTTF, MTBF, etc
- Excellent working knowledge of Microsoft Office products including Excel (Graphs, Formula), Word, Email etc. (will be required to provide evidence) –
- Experience and excellent knowledge of Service Level Management
- Self motivated to work independently, as well as part of a team
- Excellent organisational and problem solving skills
- Articulate, numerate and literate
- Ability to prioritise and deliver workload
To take advantage of this opportunity simply apply via the button shown clearly stating current salary package.
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