IT Service Management Coordinator
Location: Skipton, England
Time Type: Full time
Posted: 2 Days Ago
Job Requisition ID: JR2635
Hours:
35 Hours per week.
Hybrid
Salary:
£30,000 Per Annum
Closing Date:
Sun, 17 Nov 2024
We are recruiting for an ITSM (Information Technology Service Management) Service Coordinator who will be responsible for overseeing the day-to-day operations of IT service management processes. This role ensures that IT services are delivered efficiently, effectively, and in alignment with business needs. The ITSM Service Coordinator will work closely with various IT teams, stakeholders, and colleagues to manage and improve IT service delivery, handle incidents, manage problems, review & approve Changes and maintain service level agreements (SLAs).
What Will You Be Doing?
As our ITSM Service Coordinator you will be working with a cross-skilled team of service coordinators supporting ITIL industry best practices including but not limited to Incident Management, Change Management, Problem management, Configuration Management and Request Fulfilment. The team will be responsible for both the delivery and effectiveness of the ITSM processes.
Your responsibilities will include:
Service Coordination:
* Coordinate and manage IT service delivery, ensuring adherence to ITSM processes and best practices.
* Monitor and manage service requests, incidents, problems and changes through their lifecycle.
* Ensure timely resolution of incidents and service requests, meeting or exceeding SLAs.
Incident Management:
* Act as the primary point of contact for incident management.
* Log, track, and manage incidents to ensure prompt resolution.
* Communicate incident status and updates to stakeholders and customers.
Problem Management:
* Assist in identifying, analysing, and resolving root causes of problems.
* Coordinate with relevant teams to implement long-term solutions to prevent recurrence.
Change Management:
* Facilitate change management processes, ensuring that changes are planned, tested, and implemented with minimal disruption to services.
* Ensure all changes are documented and approved as per the change management policy.
Service Level Management:
* Monitor and report on service performance against SLAs
* Identify areas for improvement and work with teams to enhance service delivery.
Communication:
* Maintain clear and effective communication with stakeholders, including users, IT teams, and management.
* Prepare and distribute regular reports on service performance and incident resolution.
Continuous Improvement:
* Identify opportunities for process improvement and implement changes to enhance service efficiency and effectiveness.
* Stay updated with the latest ITSM trends and best practices.
Documentation:
* Maintain accurate and up-to-date documentation for ITSM processes, including incident reports, change records, and service requests.
What Do We Need From You?
* Strong understanding of ITSM frameworks and best practices.
* Excellent problem-solving and analytical skills.
* Effective communication and interpersonal skills.
* Ability to manage multiple tasks and priorities in a fast-paced environment.
* Strong organizational skills and attention to detail.
* Proficiency in ITSM tools and software.
* Customer-focused with a commitment to providing high-quality service.
* Ability to work collaboratively in a team environment.
* Proactive and self-motivated with a strong sense of responsibility.
* Willingness to provide rotational on-call support during off-hours.
Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions - supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.
If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to discuss making reasonable adjustments to our processes for you. Please contact our Talent Acquisition team at talentacquisition@skipton.co.uk.
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