IT Service Delivery Coordinator - Tamworth, United Kingdom - Fosroc

Description

Job description

The IT Service Delivery Coordinator role is to deliver support to all Fosroc end-users across multiple sites and to all regional Service Delivery Analysts, providing high level of expertise within the Service Desk environment.

Working to ensure that all requests are handled within the agreed Service Level Agreement and by delivering weekly performance reports for the IT management.

ResponsibilitiesProvide 1st level of support for the end-users.
Deliver high level of customer service to all Fosroc employees.
Implement ITIL methodology on the day-to-day tasks.
Support Installation, configuring, maintaining of hardware around the region.
Communicate and enforce all Group IT policies across the region.

Follow standard Service desk operating procedures; accurately log, follow and solve all Service desk requests using the request tracking software.

Take ownership of support cases and follow up with customers to resolution

Log and ensure that all requests from the Service desk are meeting SLAs and allocated based on analysts availability.

Co-ordination of all IT related purchases with IT super users and vendors in the region.
Preparing LPOs for all approved IT purchases for the region.
Maintaining IT asset management and tracking using the IT Service desk system.
Tracking and stock take of spare IT assets and consumables.
Make recommendations as needed to optimise regional IT Service desk area of work.
Co-ordinate and communicate with IT Service Delivery Analysts, IT super-users and end users across the region
Support and deliver ad-hoc requests from the IT Service Delivery Manager
Monitor performance indicators and deliver weekly reports about KPI for the [Regional] Service desk.
Perform 1st level data centre monitoring and checks.
Perform 1st level networking monitoring using PRTG.
Attend weekly meetings with other regional coordinators and propose improvements to SDM
Ensure IT assets database is regularly reviewed and kept up to date
Manage and maintain and track IT contracts databaseSkills requiredExperience of General IT support
Clear communicator (written and verbal)
Pro-Active and ability to work on their own
Ability to handle and prioritise requests
Knowledge of IT Service desk software
Excellent vendor management and co-ordination
Skilled in IT asset management and tracking
Skilled in problem solving and analysing business information
Basic IT Support skills
Ability to deliver within deadlines
Ability to work under high pressure
Excellent interpersonal skills, friendly, approachable, professional with excellent communications skills

Educational requirementsJob role notesNote:
Working Hours: 37 working hours per week.

Monday to Thursday, 08:30am to 5pm with a 1 hour unpaid break each day & Friday 08:30am to 4pm with a 30 minute unpaid break.

Flexibility around working hours may be required.
Applicants must have the required Right to Work in the UK.
We are not currently using recruitment agencies for this role