IT Service Delivery Lead
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£350.00 - £400.00p/d
Cambridgeshire - Hybrid Remote model (2-3 days on-site)
This role is a 'hands-on' IT Service Delivery role is working with an award winning and accredited services business with 25 years of expertise.
Reporting directly to the Head of IT, the IT Service Delivery Lead will focus primarily on the support and delivery of IT services to my client's user base.
This role is working within a very small team and requires a 'sleeves rolled up' approach.
Hands-on experience across (Azure / O365)
Monitor, Evaluate, prioritize and document incidents or business requests submitted using JIRA support management and ticketing tool
Ensure tickets are updated and regular communications are sent to users on ticket status and progress,in line SLA’s / priority.
Manage the fault resolution process from initiation to closure, ensuring appropriate resources are allocated and timely resolutions are achieved.
In conjunction with key suppliers, ensure compliance with infrastructure and security requirements.
Publish regular reports on support incidents to various stakeholders: Tickets raised, End-to-end Resolution Duration, Issues Outstanding
Plan and deploy new Security initiatives
Run the IT and Ops Service review meeting
Liaise with IT and other 3rd party vendors to deliver appropriate infrastructure related upgrades and maintenance
Own and enforce the change management process, so that changes and solutions deployed to the production environment, include appropriate roll back plans, test evidence and high quality service
Propose technical and functional improvements to systems and gain buy-in to implement
Address user tickets regarding hardware, software and networking
Hands-on experience Microsoft windows-based environments
Walk customers through installing applications and computer peripherals
Conduct remote troubleshooting
Use ITSM system to accurately record requests
Change and Release management
Record technical issues and solutions in logs
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones)
Provides advice and guidance to colleagues regarding incidents
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
Identify, log and resolve technical problems with software applications or network systems
Identify potential changes and system improvements
Ensure that work is carried out within agreed service levels
Guide users with simple, step-by-step instructions
Explain and document technical issues in a clear way to clients
IT Service Delivery Lead
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