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Service Delivery Analyst
Job Posted: 3 days ago
Salary: Competitive
Job Type: Permanent
Location: Nottingham, Nottinghamshire
Expire in: 25 days
Job Description
The Role
Here at Fortem we're currently 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.
This is a full time, permanent role based out of our Nottingham office
The Company
Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.
Duties & Responsibilities
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.
What You Will Need
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 with applications such as LogMeIn Rescue.
* SSCM: Application and Operating system packaging and deployment experience.
* Operating Systems: Windows 7 and\or 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.
* 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.
Benefits
* Annual bonus up to 10% of basic salary
* 25 days annual leave & your birthday off
* Pay review every year
* 26 weeks full pay maternity leave
* 8 weeks full pay paternity leave
* £1,000 towards home electric car set up
* Discounted gym memberships at national and local gyms
* Up to £3,000 colleague referral fee
* Vast directory of training on bespoke in-house Learning Management System
* Other benefits including Private pension, Life Insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more
Who We Are
We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.
Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.
Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers.
We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the communityBefore You Apply
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