Service Desk Analyst à United States

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Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We're dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement to join our expanding Service Management Capability and Managed service team to support our continued growth. We are current looking for a Service Delivery Manager to join us.

Our Service Delivery Managers will:

• Lead one or more managed service engagements for BJSS clients.
• Build strong client relationships which fosters a partnering approach to Service Delivery
• Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
• Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with our documented Service Levels.
• Attain the required knowledge of the client, platform, and application to provide the support required.
• Know when to escalate issues that require additional attention.
• Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.
• Work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications.
• Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
• Operate in Agile working environments with varying Agile practices
• Support cloud environments in AWS and Azure

About You

Alongside a wealth of Service Desk Management experience within an Application Support environment and experience of managing hosting suppliers, we would also look for:

• Demonstrable experience of managing 2nd and 3rd line support services
• Experience of supporting cloud environments
• Experience of Service Design and Service Transition
• ITIL certifications with strong ITIL knowledge, and specific demonstrable experience across all the ITIL processes (e.g. Incident, Problem, Change and Capacity reporting)
• Experience of several distinct implementations
• A solid experience and understanding of the management of commercial contracts
• ISO9001/ISO27001 experience & knowledge
• Experience of mapping, documenting and implementing business processes and ensuring continuous improvement thereof
• A solid understanding of software development methodologies, Project Management techniques and Agile practices
• A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure
• Technical knowledge and experience with IT infrastructure and software
• A passion for Service Management, focus on continual improvement and enthusiasm to learn
• A flexible ‘can do’ attitude
• Strong communication/presenting ability

Some of the Perks

• Flexible benefits allowance – you choose how to spend your allowance (additional pension contributions, healthcare, dental and more)
• Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and other
• Life Assurance (4 x annual salary)
• 25 days annual leave plus bank holidays
• Hybrid working - Our roles are not fully remote as we take pride in the tight knit communities we have created at our local offices. But we offer plenty of flexibility and you can split your time between the office, client site and WFH
• Discounts – we have preferred rates from dozens of retail, lifestyle, and utility brands
• An industry-leading referral scheme with no limits on the number of referrals
• Flexible holiday buy/sell option
• Electric vehicle scheme
• Training opportunities and incentives – we support professional certifications across engineering and non-engineering roles, including unlimited access to O’Reilly
• Giving back – the ability to get involved nationally and regionally with partnerships to get people from diverse backgrounds into tech
• You will become part of a squad with people from different areas within the business who will help you grow at BJSS
• We have a busy social calendar that you can choose to join– quarterly town halls/squad nights out/weekends away with families included/office get togethers