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NECSWS
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Job Reference:
b818e979ee5c
Job Views:
7
Posted:
22.06.2025
Expiry Date:
06.08.2025
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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 ensures efficient resolution of technical issues, optimising response times and maintaining service excellence. Responsibilities include managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and improve processes.
* Oversee and prioritise Ivanti tickets for CST Tech Ops, ensuring prompt resolutions and clear communication of goals and deadlines.
* Monitor and analyse key performance metrics to improve response times and ticket resolution rates.
* Manage team workload to ensure quick restoration of user services.
* Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
* Proactively manage ITSM workload across networks, Wintel, UNIX systems, Web Access, VPNs, and firewalls.
RESPONSIBILITIES AND DUTIES:
* Assist Tech Ops to ensure incidents and requests meet SLA (service level agreement).
* Liaise with team members and departments to resolve incidents within SLA timescales.
* Identify ways to reduce ticket numbers in the queue.
* Ensure timely restoration of services or escalate as needed.
* Review and update procedures regularly; develop new procedures as necessary.
* Work flexible hours, 8-6, 7.5 hours per day.
* Participate in other business activities as required.
Qualifications:
* Experience in a support role.
* Understanding of ITIL.
* Knowledge of Ivanti and PowerBi.
* Basic understanding of networking, Windows, UNIX environments.
* Stakeholder management experience.
* First line support experience is beneficial.
* Eligible for UK Security Clearance.
Additional Information:
* Benefits include private medical cover, holiday buy/sell options, life assurance, pension contributions, flexible benefits, employee assistance, and free LinkedIn Learning access.
Other Information:
Candidates must demonstrate a pre-existing right to work and travel within the UK. Vetting, references, and possibly a DBS check are required.
NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities. Reasonable adjustments and accessibility needs are supported during recruitment.
Who We Are:
Part of NEC Corporation, our software helps dispatch ambulances, support families, keep trains moving, locate missing people, and test newborn hearing. We support public services and aim to make a difference. Join us and help us push the boundaries of technology and service delivery.
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