Service Delivery Generalist

18 May 2017
17 Jun 2017
Contract Type
Full Time
Due to the nature of this role all applicants must be DV Security Cleared.

We have an exciting opportunity to recruit a Service Delivery Generalist our Client based in London.
The successful candidate will be part of a wider team providing rotational 24x7 support for hardware and software infrastructure solutions. You will become a multi-skilled technician with the ability to cover a wide range of tasks in the day-to-day support of a new IT system.

Key Responsibilities:
- Working within a culture of continuous improvement in line with ITIL standards
- Creating and updating processes and work instructions accordingly
- Recording incidents as 1st Line Support and where possible completing first time fixes
- Resolving incidents through 2nd/3rd Line Support using remote tools
- Liaising with other departments and resolver groups for problem resolution
- Supporting "Legacy" teams
- Maintaining and supporting the system itself to ensure availability to users
- Testing and installing approved change

Essential Skills:
- To be DV security cleared and successful in passing additional security checks prior to offer
- Experienced ITIL Service Desk Support Technician
- Self-starter with strong interpersonal and customer liaison skills
- Strong written communication skills
- Ability to work in close co-operation with customers and staff
- Team player and flexible to changing business requirements
- Strong Windows Server 2008 administration support experience
- Experience of supporting Active Directory/ GPO's/ Security Clamps
- Experience of the following products/ technologies:
o VMware
o MS Office Suite and MS Exchange
o EMC Documentum
o Arcsight ESM
o Anti-virus suites, backup and SAN technologies
o Trust PKI and Certificate Management
o MS Forefront Identity Manager
- Strong Windows UAD build and configuration experience, including thin clients
- Experience of working with secure systems to Government Security standards
- Experience of working in a "clamped" environment
- Adhering to the Clients standards and procedures where appropriate

Desirable Skills:
- ITIL accreditation
- Sub-System testing the Windows Server and UAD packaged solutions
- Creating the necessary documentation to support operations
- Investigating and resolving defects in previously created packages
- Investigating and resolving defects in current package