Service Desk Configuration Analyst

Tyne and Wear
10 Jan 2018
15 Feb 2018
Contract Type
Full Time

Our Client is embarking on a major change programme that will radically transform the way in which the organisation delivers its services with a focus on self-service supported by effective ICT and digital delivery. Due to growth and expansion they are looking to recruit an experienced Service Desk Configuration Analyst.

You will be responsible for the following:

Identify and share best practices, through leading and directing relevant communities of practice to drive adoption of design standards, trends and patterns.
Monitoring the development of new and emerging tools, technologies and products to assess potential value and identifying opportunities to enhance capabilities, products and services within the organisation.
Development and Support of the Service Management Tooling utilised by the ICT function (Service Desk and internal/external Support functions), update configuration of the tool to suit the needs and requirements of the ICT organisation.
On-going maintain the Service Catalogue including updating in the Service management toolset to ensure the SLA, OLA and underpinning contract details are correct to ensure measurements of supplier and service performance can be made.
Integration and support of CMS function and automated tooling to ensure the CMS (CMDB’s) are up to date, correct and accurate at all times. Develop and implement configuration and asset management standards, policies and procedures.
Communicates using appropriate style, method and timing with colleagues across all levels and functions
Challenges the status quo and provides constructive feedback to senior managers on change proposals which will affect their business area
Engages with a variety of stakeholders, listening and responding to their feedback, and encouraging others to do the same
Maintains effective performance in difficult and challenging circumstances, encouraging others to do the same
Achieves an effective balance between decisiveness and analysis - recognises when an issue requires a more considered response or immediate confident decision.

Candidates must have a strong background in ITIL, Service Desk and Configuration.

Salary: £21,000 - £28,000 plus fantastic benefits.