Job Description
We are seeking a highly motivated IT Service Management (ITSM) Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process’ more efficient.
* Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members.
* Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates.
* Manage the teams workload to ensure that user service is restored as quickly as possible.
* Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
* To proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.
RESPONSIBILITIES AND DUTIES:
* Assist the Tech Ops team to ensure incidents and requests are kept within SLA (service level agreement)
* Liaising closely with other team members and departments to ensure that all Incidents are dealt with within contracted SLA (service level agreements) timescales.
* Actively looking for ways to drive the ticket numbers down in the queue.
* Responsible for ensuring the timely restoration of service or escalating where necessary.
* Monitor procedures, review, and update, as necessary. Identify and produce new procedures as appropriate.
* Be able to work 7.5 flexible working hours, 8-6
* Get involved in any other business activities as required
Qualifications
* Experience working within a support role
* Understainging of ITIL
* Have an understanding of Ivanti and PowerBi
* Some understanding of networking,
* Some understanding of Windows
* Some understanding of UNIX environments.
* Stakeholder Management Experience
* First Line Experience would be beneficial
* Eligible for UK Security Clearance
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
* Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
* 25 days paid holiday with the option to buy/ sell
* 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
* A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
* A fantastic selection of flexible benefits to suit your individual needs
* We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
* All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.