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Intelligent Resource is working in partnership with a major Client in the UK. We are currently recruiting for IT Service Desk Analyst to be Cardiff based out. Job Title IT Service Desk Analyst Location Remote/ Cardiff Duration 6 months Initially IR35 Status: Inside Duties And Responsibilities Operational Service Management Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA's. OLAs and Service schedules are met. To ensure that appropriate information is produced about each service for analysis. To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary. Responsible for the administration of the Configuration Management Database. Ensure that all configurations of all assets associated with each service are registered and managed. Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings. Development & Implementation Management Involved in setting up the Service Management wrap for any new developments/projects. Responsible for highlighting any risks associated with the Change Process. Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team. Maintain and develop the implementation of service Management methodology (ITIL). Line Management Deputise for the Service Desk Team Leader Communication and Relationship Skills Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager. Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development. Liaise with other staff across organization either informally or in meetings as appropriate. Analytical and Judgemental Skills Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion. Planning and Organisational Skills The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion. The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary. Formal line management reporting for the post-holder will be to the Service Desk Team Leader Responsibility for Policy / Service Development Implementation Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information. The postholder is also responsible for working with Standard Operating Procedures. Contributes to and comments on new procedures. Responsibility for Financial and Physical Resources Treat client's assets and equipment with care with a view to extending life and avoiding waste. Responsibility for Human Resources Responsible for updating E-KSF tool with own PDP. Responsibility for Information Resources Support the development of specific projects involving service management, liaising with senior colleagues as required. Work with users and providers to ensure that the information provided/received will meet their needs. Qualifications Essential Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area. Commitment to continuing professional development for self and team members. ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience Good general knowledge of common hardware and software applications including but not restricted to: Common email systems and protocols Domain Name Service Active Directory System Authentication principles Understanding of inter-relationships between aspects of IT infrastructure and service support requirements Skills And Experience Essential Experience of working in a technical support role and proven experience in the development and support of IT systems Intelligent Resource committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organization. Should you choose to contact Sanderson regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.
Role Overview The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and although will report into the Operations Department will be a fundamental role across the whole of Savills Energy. The role is to manage the triaging and general non-specialist/Non AM query management of our "Zendesk" help desk tickets, working alongside and collaboratively with all teams within Savills Energy. The role is to support as and when required the query manager with Zendesk triaging the initial inbound queries, ensuring that the ticket is allocated to the relevant support team with the relevant information highlighted to make it as easy as possible for the assignee to deal with. There is a further task to work with the business improvement team and our customer service teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service. Key Responsibilities Work closely with Heads of Department to ensure that we are effectively managing the Zendesk help desk tickets. Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting information and other triaging queues. Review (left hand side) ticket field data omissions within Zendesk and ensure these are completed. Reduce the volume of tickets sent to the teams by solving less complex tickets and quick wins at point of triage. This covers all aspects of our service to clients. Where a general non-specialist non Account Managed query is received, manage and resolve the query to conclusion. Where a query involves a number of issues that would need to be resolved by a number of different teams, keeping track of these and escalating to the relevant manager where appropriate. Help identify, manage and put together processes for queries that may currently sit outside the usual remits of the teams. Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement. Use the query system reporting tool to look for patterns and insights into incoming tickets. Assist with ongoing maintenance and development of Zendesk setup and the reporting tool, Explore. Assist with other projects from time to time such as work sprints and data cleanses. However the ultimate priority is covering triage. Ability to utilise all systems available to Savills Energy (internal: Zendesk/Explore, Optima, Compass, DCS, PMDATA, Asana, Proactis, SSRS) (external: ECOES, DC/DA, DNO, supplier portals etc) Assist with record keeping, including filing of emails. Be a go-to person if someone needs assistance with using Zendesk or answering general Non Account Managed or non-specialist queries. Look for continuous improvements within Zendesk and processes within the department. Plan and organise workload to ensure deadlines are met. Maintain a high level of professionalism when dealing with clients and colleagues. There will be a need to be curious and have detectiCardive skills Key Skills Strong team player: builds relationships and collaborates with others A logical thinker Good attention to detail and being able to work under pressure Organises workload effectively and efficiently. Excellent written and verbal communication skills Able to retain lots of information Flexible approach to workload Takes initiative Team Overview The Energy team sits within the Savills Property Management Division and provides an energy bureau and procurement service to the Property Management client portfolio. The successful candidate will work alongside Savills Property Management's Sustainability and Commercial functions to help manage and develop a client focussed Energy and Utility service. Find out more about Savills offer Recruitment agencies Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid. Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.