1st line support and call resolution officer

Are you ready to embark on an exciting journey with us? Our client is seeking two enthusiastic ICT Service Delivery Officers to join their dynamic team in Ealing, London! If you have a passion for technology and an unwavering commitment to customer service, we want to hear from you!

Position: ICT Service Delivery Officer - Onsite Fulltime
Contract Type: Temporary (3 months)
Hourly Rate: 18.86 per hour PAYE - 24.39 per hour Umbrella
Working Pattern: Full Time in office Monday - Friday
Location: Ealing, London (just a 12-minute walk from Ealing Broadway train station)

Are you a proactive and enthusiastic individual with a passion for delivering exceptional ICT services? Our client, located in the heart of Ealing, London, is seeking two dedicated ICT Service Delivery Officers to join their dynamic team on a temporary basis for three months. If you're ready to make a difference for over 3,200 employees, read on!

Role Overview:

As an ICT Service Delivery Officer, you'll play a crucial role in ensuring efficient operational delivery and customer-focused services. You will support the Service Delivery Team in managing ICT incidents, maintaining service standards, and enhancing the customer experience.

Key Responsibilities:

1. Support the operational management of the Service Delivery Team to achieve key objectives.
2. Assist in managing first-line ICT services through team leaders and external suppliers.
3. Monitor the performance of the Ealing Service Desk against agreed operational agreements.
4. Provide administrative and project support as needed.
5. Develop high-quality materials for ICT consultations and presentations.
6. Coordinate ICT & Data Incident Management Procedures, ensuring effective resolution.
7. Administer ITIL processes and ensure compliance with standards.
8. Maintain accurate records of corporate ICT assets and ensure auditable processes.
9. Monitor disaster recovery solutions for business continuity.
10. Oversee the day-to-day operations of the IT helpdesk and ensure customer satisfaction.

What We're Looking For:

To succeed in this role, you should possess:

1. Strong communication skills to engage with all levels of the organisation.
2. Experience in managing customer expectations and delivering operational excellence.
3. A good understanding of ICT Incident Management and Service Level Agreements.
4. Administrative and project management skills to support the team effectively.
5. Proficiency in MS Office and experience in writing helpdesk documentation.

Qualifications:

1. NVQ Level 2/3 is essential.
2. ITIL Foundation accreditation is preferred for Grade 7 applicants.

Why Join Us?

1. Competitive Pay: Enjoy an hourly rate between 18.86 and 24.39.
2. Convenient Location: Just a 12-minute walk from Ealing Broadway train station.
3. Supportive Environment: Work within a collaborative team that values your input.
4. Professional Growth: Gain valuable experience in a vibrant ICT service environment.

Working Hours:

• Full-time position, with a flexible working pattern to meet service needs.

If you are ready to take on this exciting challenge and contribute to enhancing ICT services, we want to hear from you!

How to Apply:

Send your CV and a cover letter detailing your relevant experience to us today.

Our client is committed to safeguarding and promoting the welfare of children and/or vulnerable adults. Recruitment practices apply to this post, and a Disclosure and Barring Service (DBS) check may be required.

We can't wait to see what you can bring to our team!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.