Service Delivery Analyst

The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits. The emphasis is on providing a high level of customer service and solutions in a timely manner that meet the needs of our users and the department s objectives. User satisfaction is of paramount importance, be that by providing a first-time fix solution or by appropriately assigning the ticket to the correct resolving team, post effective triage. The role is part of a 24 by 7 support helpdesk.

The role involves working in a busy team, providing 24 by 7 support for a global user base. The role would ideally suit someone who has experience working in or has exposure to a global support helpdesk, with experience of working within a technical support role. Customer focus, problem solving, listening skills, and an advanced to proficient level of English writing and speaking.

• ServiceNow Global Queue Management - Assign and monitor incidents and requests in the ServiceNow ITSM toolset to meet predefined SLA targets.
• Responsible for providing IT support via telephone, remotely or on-site.