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Managed Service Co-ordinator

  • Location: Lancashire
  • Salary: £30000.00 - £35000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

Managed Service Co-ordinator

Preston

Up to £35,000 depending on experience

Becoming a Managed Service Analyst / Co-ordinator:

I am looking for a Managed Service Analyst / Co-ordinator to join our team based on site at a key client supporting an Enterprise Asset Management and Mobile Work Management system. The on-site team are supported by multiple second and third-line teams based remotely.

The Managed Service Analyst / Co-Ordinator will provide an initial contact point for the client and help to ensure the Managed Service is provided to agreed levels and that a high level of customer service and communication is provided as well as producing regular and ad hoc reporting for the client and internal use.

Responsibilities & Activities

Service Request Management & Support

· Password resets for Work Manager

· User guidance, training assistance

· Requests for information - support to Client Business Support Team and wider business

1st & 2nd Line Incident and Problem Management

· Single point of contact for all incidents related to the supported software

· Triage of incidents raised on the client system to ** and raising incidents as / if appropriate on the ** Helpdesk together with collation of required evidence to enable investigation e.g. error details, screen shot of processes, etc or referring the issue to the appropriate third party or back to the user

· Face to face interaction with office and field staff to investigate and resolve issues

· Regular review of Service Requests, Incidents, Problems, Risks & Known Issues

Monitoring

· Proactive monitoring of Fieldreach data errors, integration errors

· Liaising with clients Infrastructure team on issues identified by the Managed Service Teams

· Response, ownership and resolution of any alerts raised via client monitoring system

Housekeeping

· Planning, documenting, reviewing the requirements of the business at regular intervals

· Archiving of data

Reporting

Produce and issue:

· Daily Ellipse to SAP batch report

· Weekly report of Service Requests, Incidents, Problems, Risks & Known Issues

· Monthly reports for service review meeting (with input from Service Delivery Manager)

· Attend user groups

Release & Change Management

· Manage software and configuration releases, including documentation and uploading to client Software Library

· Action the release or change, strictly adhering to the clients change procedure/framework

· Raise and co-ordinate requests for change on the client system when required

· Attend Change Approval Board to present any changes related to the software and as required

· Site acceptance test of software

· Support the client during user acceptance test of software releases

Documentation

· Maintenance of documentation of systems, processes, software release records, etc

Essential Skills & Experience:

  • Background in client, customer or IT services, possessing a "can-do" service-oriented approach
  • Proactive approach to client service delivery

· Working knowledge of Service Desk tools and processes

  • Reliable, adaptable and team-oriented
  • Flexible and willing to go the extra mile to resolve high priority issues
  • A positive attitude to change and a willingness to learn
  • Good written and verbal communication skills
  • Good time management and organisational skills

· Microsoft Office products (Word, Excel, Powerpoint, Sharepoint)

Preferred Skills & Experience:

Understanding of

  • EAM solutions (Ellipse, inc integration)
  • Mobile work management systems (Fieldreach)
  • iOS and Android mobile operating systems
  • Enterprise systems and technology

· ITSM Tools (e.g. ServiceNow, Ivanti)

· ITIL principles

If you are interested in the above role please apply with your CV and I will be in touch with more information. Alternatively, please email natalie.williams@capita.co.uk

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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