IT Service Operations Specialist

Purpose: Working within the IT Service Operations team, as an extension to the support team to ensure employees working across all physical and remote sites are able to work effectively.

Main Duties and Responsibilities

·         Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised, and managed.

·         Work with the Team Leader and Service Desk Manager to agree the timing of site visits on a job allocation basis, based on service requests/incidents, project activities or health checks

·         Provide hands-on or remote ICT support across all Shaw Trust group offices.

·         When required, travel to different offices across the Shaw Trust Group to provide ICT assistance and resolve ICT hardware and software issues.

·         Provide hands-on support to install and decommission sites across the Shaw Trust group.

·         Work with the Service Process and Transition team and Delivery team to ensure that all technical documentation relating to new sites and services is recorded in the relevant service management toolsets and periodically reviewed and updated (via the group change control process)

·         Carry out onsite work in line with established change control and configuration management processes

·         Periodically carry out planned site ‘health check’ visits to ensure IT infrastructure on site is in good working order and setups/configurations match the signed off and documented configuration contained in the relevant service management toolsets

·         When not at site, to cover busy periods/annual leave or lunch periods, to participate in the support and resolution of inbound incidents and service requests via the contact centre

·         Work with colleagues across the Service Operations and Infrastructure teams to determine how best to deal with ICT issues quickly and efficiently.

·         Work with the Support Team Leader to address assigned support calls.

·         Work with Service Operations colleagues to share knowledge and support them on call progress and where appropriate share advice on how best to address different types of support calls.

·         Will be required to participate in the provision of standby and on-call service.

Service Operations

·         Delivering against agreed objectives, KPIs and SLAs.

·         Collaborating with the wider operational, account and 3rd party teams to resolve incidents and service requests.

• Identifying and owning continual service improvement, opportunities, and initiatives.
• Identifying, owning and escalating operational risks and issues.
• Collecting and analysing data with which to contribute to management information.

·         Supporting Team Leaders with quality management and customer satisfaction activities and escalation management.

·         Drive behaviours and culture to make the Service Desk the single source of service delivery for the company.

·         Ensure customer incidents that occur across the Shaw Trust services & products or involve multiple 2nd line groups and 3rd Parties are coordinated so that the customer receives a consolidated response from the BTIS department.

·         Monitor and manage service request queues (participating in escalated calls as needed).

·         Review ticket updates to ensure accurate notes on the current status and closure reports are clear.

·         Work with the BTIS Leadership to promote a ‘One Team’ culture across the Shaw Trust group recognising all suppliers as group suppliers.

Escalation Management

·         Advise BTIS leadership on situations that may require additional client support or escalation.

·         Escalate to 2nd and 3rd line support teams and partners, informing the teams of P1/P2 incidents.

Communications and Major Incidents

·         Ensuring major incidents are identified and announced correctly to the Service Operations Management team.

Problem, Change and Root Cause Management

·         Work with service owners to determine the root cause of issues and communicate appropriately to internal and external customers.

Customer Experience & Improvement

·         Interact with internal and external customers at all levels of the organisation.

·         Interact with external suppliers to improve efficiencies and services.

·         Ensure that customers receive timely updates on incidents.

·         Review customer and survey feedback to improve services.

·         Keep confidential all client and company proprietary information.

·         Always looking for opportunities for improvement.