Serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team
Actively engage with customers, especially during the onboarding of new services, applications and/or customers
Identify gaps between current services and new services during implementation and onboarding and address those via knowledge transfers, technical enhancements and/or process documentation updates
Adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on root cause and preventing repeat occurrences
Provide customer-focused incident and request resolution, restoring service for impacted customers
Support major incidents working with Operational Support Leads and other IT service managers and technical support staff
Escalate complex issues to wider Service Operations and Technical Operations teams ensuring effective handovers
Work with the wider Service Operations team to identify enhancements to resolve issues without escalation
Ensure rapid resolution of incidents and requests and carry out ticket resolution through the ITSM tool in line with Service Management processes
Liaise with other business and IT teams to implement permanent fixes and manage business communications throughout issue lifecycles
Support the onboarding of new services and customers to ensure smooth transitions into live service
Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies’ IT landscape and evaluate usability concerns
Map existing workflows, identify overlaps/gaps and work closely with business units on usability and impact of changes
Contribute to service improvements, document process refinements and standardization efforts during low M&A activity
Requirements
Experience working in a large organisation providing Enterprise IT support
Experience working with ITIL processes for service management
ITIL V4 foundation (v4 or above)
Technical experience of administration and support of some or all of the following technologies:
Windows servers (2016 and above)
Windows desktop OS (10 and above)
Mobile device management (e.g. Intune)
Active Directory / EntraID for user/group management
Microsoft 365 (Office, Teams, SharePoint, OneDrive)
End user devices (laptops, mobile phones, printers)
Understanding of LAN/WAN networking and firewalls
Benefits
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).
Reward platform – discounts for over 800 retailers
25 days holiday (rising with service)
EAP with virtual GP
2 x paid volunteering days
Enhanced maternity and paternity leave policies
Fostering friendly and fertility support employer
Pension - matched contribution up to 5%
Life Assurance (4 x basic salary)
Development, training, and professional qualifications where applicable
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