Service Delivery Analyst

Service Delivery Analyst

Swindon, Hybrid model (3 days per week in the office)

Main Purpose of the Role

Supports Service Delivery Managers and Business Relationship Managers in delivery of IT End User Computing (EUC) services – enabling WH Smith to operate in line with daily, weekly & seasonal needs

Key Accountabilities

• Service Management: Support the delivery of EUC services, ensuring they meet performance standards and SLAs
• Technical Support: Provide support for end-user devices, including video conferencing, tablets, and mobile devices
• Incident and Problem Management: Manage and resolve incidents and problems related to EUC services
• Configuration and Asset Management: Maintain accurate records of EUC assets and configurations
• Process Improvement: Identify and implement improvements to EUC processes and services
• Collaboration: Work closely with other IT teams and stakeholders to ensure seamless service delivery
• Documentation: Create and maintain documentation for EUC processes, procedures, and configurations

Main Responsibilities

• Partners with the Service Delivery team to resolve IT Service incidents and issue
• Investigates and prioritise service and systems exceptions, issues and resolution
• Partners with Business Relationship teams to effectively communicate issues and resolution
• Partners with Business Relationship teams to agree and review Service requirement and transition plans for change
• Analyses IT Service metrics for stability, faults, trends and changes, recommended improvement plan
• Partners with suppliers to identify new IT Service changes and threshold measures to improve systems availability and to ensure issues are resolved in a timely manner
• Analyses Supplier data suppliers to validate information and highlight any areas of issues, trends and changes to Business Relationship teams and across Service Management group

Experience and Knowledge

• Good communication skills
• Understanding of ITIL model
• Experience analysing IT services to resolve issues, find trends, and drive improvement.
• Customer relationships
• Managing the needs of the team and stakeholders
• Data analysis
• Excel and computer literate
• Pragmatic in resolving issues.