IT Service Delivery Analyst - End User Support

Opus Resourcing Ltd
London (Greater)
13 Feb 2018
16 Feb 2018
Contract Type
Full Time
Service Delivery Analyst required with experience of End User Support / Service Desk Service Delivery environments required to work in diverse role supporting the team including Service Delivery administrative and procedural support which will include ensuring the availability of ITSM tools and processes, creating Excel IT support reports for stakeholders, IT hardware and software procurement as required, working with vendors, hardware inventory, ensuring software licensing is compliant, maintain the IT knowledge base, and making recommendations for improving the team is required by FTSE 100 tech giant in West London.

Key skills required would include

  • Proven experience working in an IT department with exposure to End User Support/Service Desk environments / Service Delivery
  • Solid reporting skills including creating the reports in Microsoft Excel and tailoring them to stakeholder needs
  • Experience working with IT suppliers and vendors
  • Understanding of IT support standards and best practices
  • Strong communication and negotiation skills when dealing with end users, key stakeholders and Vendors
  • A broad systems background is preferred however this role requires a good level of understanding of various hardware, software and operating systems
  • Ability to adapt to fluctuating team priorities and organisational directions
  • Ability to work independently as well as with a team

Key aspect of the role would include

  • Help for our End User Support "EUS" teams to enable them to work efficiently with their various tool sets and processes in order to ensure that they are able to provide a first-class IT Support Service to the business.
  • Work with the End User Support team to ensure our hardware inventory is recorded, updated and maintained.
  • Ensure our software licensing is compliant and work with our managed software asset management service provider (SAM)
  • Manage relationships with software and hardware vendors
  • Assist management to review new contract documentation and contract renewals, and maintain a record of all contract expiry and key dates
  • Maintain the IT knowledge base ensuring relevant documentation is available to the end user support teams
  • Produce established IT Support reports from several systems and suppliers and distribute them to the relevant people in a timely manner
  • Support the EUS teams with rolling out of new and improved IT services
  • Work with ITSM teams to ensure ITSM tools are fit for purpose and coordinate any system improvements and changes to the tool as required by the wider EUS team
  • Make decisions on reporting and make recommendations for improving team, vendor and hardware/software performance
  • Own relationships with mobile vendors to ensure contractual obligations are met by regulating reporting ensuring EUS teams are adhering to defined processes
  • Oversee the IT procurement activities for the EUS team and produce related reporting for management.
  • Support the day to day running of the global EUS team by adding continued value and being the point of call for requests from the EUS management team.
  • Assist with Project Roadmap, Planning and implementation
  • Assist with developing and implementing process improvement solutions related to End User Support
  • Assist the IT Service Delivery Manager as required in his day to day activities

This is an ideal role for someone who has worked in end user support / service delivery roles who will enjoy a role with diverse responsibilities working across multiple team in Europe within a large scale technology company.

Opus Resourcing acts as an employment agency in respect of permanent employment.
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