Overview
The purpose of the IT Service Management Analyst is to provide full range of reporting on IT services supplied to the business. Ensure that major service issues are recorded, tracked and addressed effectively across the local and regional organisation, in conjunction with the department manager.
Principal Accountabilities
Provide effective and timely reporting related to service level attainment
Manage major issues, outages and escalations
Initiate escalations if/when required to vendors (ITS, HP, BT, etc.)
Help to determine the root cause of issues, liaising with required support teams across the IT organisation
Use service reporting to identify trends and highlight positive movements or the need for action to improve service performance
Be customer service focused at all times in delivering IT services to the business
Skills / Qualifications
Leaving Cert Level
Good Microsoft Office skills
Strong communication (written and oral)
Good organisational skills and ability to work on own initiative and within a team
ITIL Foundation beneficial
Ability to upskill
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