Do you have a background in IT support and want to use your knowledge proactively to improve our service to customers? A step into Service Management support can take you on a new career track bringing together your technical knowledge, organisation skills and customer liaison abilities. You'll have the opportunity to learn from experienced Service Managers and to gain insight into all areas of the organisation.
Our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience:
*Service Centric- We put our customers at the heart of what we do. We are
accountable for our actions and honour our commitments. We go the extra mile.
*United- We succeed as a team, pulling together to achieve our goals. We understand
and respect others' views and perspectives. We communicate openly with each other,
sharing, challenging and supporting
*High Standards - We take pride in the quality of our work. To give our best, we
plan thoroughly and strive continually to improve our effectiveness. We have a
thirst for knowledge to enable us to learn and improve.
*We are Agile…in our thoughts and actions, anticipating and adapting quickly to new
opportunities and situations. We manage changing priorities to work flexibly and
with resilience.
Process Standardisation and Automation:
*Standardise, tune and automate processes identified by Service Managers to improve
efficiency, liaising with internal teams and clients to determine where automation
can be implemented to best effect.
*Create and update MS Forms
*Use MS Power Automate to create automated steps for updating files and
communicating with clients and third parties
Reporting:
*Run reports to measure success against client KPI's and SLA's and analyse data to
inform Quarterly Business Reviews (QBR) and Service Reviews
*Create and run ad-hoc reports to provide client status information for QBRs. Eg
Windows Updates
*Continuously deliver reporting improvements, minimising manual effort and
maximising the use of reporting tools
*Format reports and presentation to clients to ensure high qualit
Ticket Quality:
*Support Team Leaders to do weekly ticket quality checks, addressing required small
improvements with the Engineers and raising bigger issues and recurrent problems
with the Team Leaders
*Documentation:
*Continually monitor the information held on clients in ITGlue (ITG) and highlight
missing information
*Create client cheatsheets in liaison with the Engineers
*Work with the Engineers to ensure that all clients have documented Starter, Leaver,
Role change and Name change processes in ITG
Problem Management:
*Lead weekly problem management meetings, liaising with internal staff across all
functions to track the progress on the resolution of identified problems
*Identify patterns in incidents and services that are best addressed by utilising a
Problem Management approach
Service Management Support:
*Work with clients to support the updating of users' systems
*Support the creating and updating of Autotask checklists
*Take minutes during Service Management meetings, ensuring that actions are recorded
and followed up
