Service Delivery Analyst

Fortem Solutions Ltd

Service Delivery Analyst Job Brief

We have a vacancy of Service Delivery Analyst in our company, Fortem Solutions Ltd. This vacancy is based in Nottingham. Please go through the job detail mentioned below.

Position Title: Service Delivery Analyst Job
Company: Fortem Solutions Ltd
Work Type: Full Time
City of work: Nottingham
Last Date to Apply:
URL Expiry: 2023-03-15
Posted on:

Service Delivery Analyst Job Detail

The Role
Due to our continued success here at Fortem, we are delighted to be recruiting for an experienced and customer focused Service Delivery Analyst to join our IT Service Delivery team, to provide technical (1st and 2nd line) support to Fortem employees. At Fortem we care passionately about developing talent, investing support and encouraging our people to reach their career goals, and this is a great opportunity to join a highly successful business. Benefits: • Salary sacrifice company car OR Motor Expenditure Allowance • 24 days annual leave + bank holidays & your birthday off (or the nearest Friday/Monday, if it falls on a weekend) • Pay review every • 26 weeks full pay maternity leave • 8 weeks full pay paternity leave • Discounted gym memberships at national and local gyms • Up to £3,000 colleague referral fee • Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more
The Project
Reporting to the Service Delivery Lead, you will provide customer centric support to Fortem employees and play a key role within a “business focussed” support function that strives to deliver a high first time fix rate. Adhering to the ITIL principles in Incident, Problem, Change and Request Management that have been adopted by the Service Desk, you will successfully manage customer expectations and achieve set service level agreements and key performance indicators, whilst always trying to exceed them. You will take ownership of tickets, ensuring regular, yet appropriate updates are provided to the customer through to resolution, whilst continuously adhering to policies and procedures. This is predominately a desk based role, however should the need arise site based support would be required.
Essential and Desirable Criteria
Essential: • Investigating and diagnosing incidents escalated from the Service Desk. • Owning, monitoring, tracking, and communication of Incidents and Requests assigned to you. • Operating Systems: Windows 10, 11 and Server 2016 administration and support. • Willingness to work to a shift rota working pattern, with out of hour’s support, if required. • Infrastructure Support: Strong all round network and server experience (DHCP, DNS, NTFS). • Active Directory: Administration and troubleshooting. • Group Policy: Administration and troubleshooting. • Exchange Online: Administration and troubleshooting. • Teams: Administration and troubleshooting. • SharePoint: Administration and troubleshooting. • End Point Manager: Administration and troubleshooting. • ITSM Tools: Experience of market leading applications such as ServiceNow. • Remote Control Software: Experience applications such as LogMeIn Rescue. • SSCM: Application and Operating system packaging and deployment experience. • Operating Systems: Windows 7 andor 10 certified • Infrastructure Support: Strong all round network and server experience • Active Directory: Administration • Group Policy: Administration • Exchange: 2010 and 2016 administration • ITSM Tools: Experience of market leading applications such as ServiceNow • Remote Control Software: Experience applications such as LogMeIn Rescue • Build and software deployment experience. Desirable: • ITIL v3 certified. • Server 2008 and 2012 certified. • Office 2010, 2016 & 365 end user support. • Mitel & Lync (UC Platforms) support and administration. • ServiceNow administration and support experience. • Microsoft SCCM and patch administration. • Understanding of the construction, repairs and maintenance sector. Other requirements: • Full UK driving license • Flexibility to travel within the UK if required • Willingness to work to a shift rota working pattern, with out of hour’s support, if required. Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.
Personal Qualities
At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. If you are passionate about what you deliver, and willing to go the extra mile then come and join our Fortem team, and become a great ambassador of our business.
Additional Information
We offer you a bright future, one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognise and rewards your achievements.
About Us
Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a values based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
Job Reference: FOR02089

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