Job Description
We are seeking a highly motivated IT Service Management (ITSM) Coordinator to oversee and prioritize Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimizing 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 improve our processes.
* Oversee and prioritize Ivanti tickets for CST Tech Ops to ensure prompt resolutions, communicating goals and deadlines to team members.
* Monitor and analyze key performance metrics to boost response times and optimize ticket resolution rates.
* Manage the team's 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.
* Proactively manage the complete ITSM workload, including Network, Wintel, UNIX systems, Web Access, VPNs, and firewalls.
Responsibilities and Duties:
* Assist the Tech Ops team to ensure incidents and requests are within SLA (Service Level Agreement).
* Liaise closely with other team members and departments to ensure all incidents are dealt with within contracted SLA timescales.
* Identify and implement strategies to reduce ticket backlog.
* Ensure the timely restoration of services or escalate as necessary.
* Review and update procedures regularly; develop new procedures as needed.
* Work flexible hours, 8-6.
* Participate in other business activities as required.
Qualifications:
* Experience in a support role.
* Understanding of ITIL framework.
* Knowledge of Ivanti and Power BI.
* Some understanding of networking, Windows, and UNIX environments.
* Stakeholder management experience.
* First-line support experience is 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 (option to add family members).
* 25 days paid holiday, with buy/sell options.
* 4x basic salary life assurance funded by NEC (option to increase).
* Group Pension Plan with employer contributions up to a maximum.
* Flexible benefits tailored to individual needs.
* Employee assistance programme supporting various aspects of life.
* Free access to LinkedIn Learning with over 15,000 courses.
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