IT Service Management (ITSM) Coordinator

NEC Software Solutions (India); Bracknell; On-site; GBP 35,000 - 40,000; Full time

Job summary

Join NEC Software Solutions as an ITSM Coordinator, where you'll play a critical role in managing the Ivanti ticketing system within the CST Tech Ops team. This full-time position offers the opportunity to streamline technical issue resolutions and deliver exceptional service, enhancing collaboration across teams while driving performance metrics. You will benefit from a comprehensive package that includes private medical cover, generous holidays, and a robust pension plan.

Benefits

Private Medical Cover funded by NEC

25 days paid holiday with buy/sell options

4 x basic salary life assurance cover

Group Pension Plan with contributions up to 8.5%

Flexible benefits

Qualifications

• Experience working within a support role.
• Understanding of Ivanti and Power BI.
• Some knowledge of networking, Windows, and UNIX environments.

Responsibilities

• Oversee and prioritise Ivanti tickets for prompt resolutions.
• Monitor key performance metrics to enhance response times.
• Ensure service restoration is managed within SLA.

Skills

Stakeholder Management

Networking

Windows

UNIX

Ivanti

Power BI

Job description

2 days ago Be among the first 25 applicants

Company Description

Come join us and make a difference in the world!

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

NO AGENCIES PLEASE

Job Description

We are seeking a highly motivated IT Service Management (ITSM) Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process’ more efficient.

• Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members.
• Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates.
• Manage the teams workload to ensure that user service is restored as quickly as possible.
• Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
• To proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.
  
  

Responsibilities And Duties

• Assist the Tech Ops team to ensure incidents and requests are kept within SLA (service level agreement)
• Liaising closely with other team members and departments to ensure that all Incidents are dealt with within contracted SLA (service level agreements) timescales.
• Actively looking for ways to drive the ticket numbers down in the queue.
• Responsible for ensuring the timely restoration of service or escalating where necessary.
• Monitor procedures, review, and update, as necessary. Identify and produce new procedures as appropriate.
• Be able to work 7.5 flexible working hours, 8-6
• Get involved in any other business activities as required
  
  

Qualifications

• Experience working within a support role
• Have an understanding of Ivanti and PowerBi
• Some understanding of networking,
• Some understanding of Windows
• Some understanding of UNIX environments.
• Stakeholder Management Experience
• First Line Experience would be beneficial
• Eligible for UK Security Clearance
  
  

Additional Information

Benefits

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
  
  

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

Who We Are

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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