Service Delivery Analyst
Role Title:
Service Control Analyst
Business Area:
Dedicated ServicesAbout This Role:
The Service Control team is a centralised IT Resource Control and Service Management function within the Managed Services division of eir evo. The Service Control analyst role supports the eir evo Network Operations Centre (NOC), providing operational and customer focused IT services together with resource control management and scheduling of NOC resources.
Reporting to the Service Delivery Manager, the Service Control Analyst has responsibility for ensuring quality IT services are delivered to the eir evo Managed Services Customer portfolio and may support one or more of these key Service Management processes, Incident Management, Problem Management and Change Management as well as Continuous Improvement initiatives.
Expectations From The Role:
Duties and Responsibilities:
Resource Scheduling:
Scheduling internal and field-based engineers in Dublin, Cork & Waterford
Scheduling of chargeable work/contract renewals via the Sales/Account Management Channel
Creation of recurring tickets and scheduling Managed Services visits
Scheduling onsite holiday/sick cover for Dedicated Services Resources
Annual leave and sick leave management for all Dedicated Services staff
Co-ordinating work with 3rd party contractors
Service Management:
Daily, Weekly, Monthly review of ticket Qs (HW Break/fix, Onsite Resourcing and Service Control)
Manage Ticket backlog/aged tickets (HW Break/fix, Onsite Resourcing and Service Control)
First response breach daily
Manage Customer escalations (via email & phone)
Monitor Service Level Agreements – Response and Resolution SLA
Ability to review and understand SLAs in conjunction with Customer Contracts as they relate to each Service – what is and is not covered under contract
Acting as the interface between the Customer, IT groups, the eir evo user community and 3rd party IT service providers
Escalating issues to management and others as needed
Critical Incident Management to include notification of P1 incidents to key stakeholders
Assist SDM with weekly, monthly Reporting
Change Management:
Supporting the Change Board meeting process, chairing the meetings, discussing requests for change projects and approval of requests for change
Communicating decisions to the relevant stakeholders
Coordinating implementation of changes
Reviewing and formally closing change on successful completion
Assessing and evaluating requests for change for appropriate level of authority.
Ensuring that all relevant stakeholders have agreed to and are aware of changes
Identifying and planning remediation activities in the event that the change is unsuccessful
Problem Management:
Review of Problem Tickets Weekly, Monthly, trending analysis to SDM/Technical TL/SO
Administration:
Distribution of parts to customers via courier & Stock/asset ordering
Manage Datacentre access requests for Engineers (Permanent and Temporary)
Manage Online Training allocation - CBT Nuggets & Pluralsight
Service Desk reporting to Customers & Management teams.
Manage Access and Authorisation details for Managed Services staff, creation of 3rd party and customer accounts
Maintain, build and contribute to documentation
Requirements For A Successful Application:
ITIL certification would be an advantage
Experience in an Incident, Problem or Change Management role would be a distinct advantage
Experience dealing with Third Party suppliers would be an advantage
Excellent written and oral communications skills required
Ability to develop relationships to accomplish team goals coupled with dealing effectively with differences of opinion and conflict management
Proven ability to create and develop good working relationships
Experience with identifying improvement opportunities, generating ideas and implementing solutions
Have excellent analytical skills and be able to identify and analyse problems and potential improvements, and propose and implement solutions
Ability to set up ongoing procedures to collect and review information as needed
Proactively identifying new areas of learning and using newly gained knowledge and skill on the job
Good communication and interpersonal skills
Knowledge of industry-standard methodologies, tools and environments
An understanding of general business practices and processes
Ability to deal comfortably with non-technical users
‘Can Do’ attitude, solution-oriented team player, keen to learn and take on new knowledge and skills.
Experience dealing with external vendors and stakeholders.
Others:
