IT Service Delivery Coordinator

The role of the IT Service Delivery Coordinator is to deliver support to all Fosroc end-users across multiple sites and to all regional Service Delivery Analysts, working to ensure that all Service desk requests are handled within the agreed Service Level Agreement and by delivering weekly performance reports for the IT management.PermanentTamworthRole DescriptionProvide 1st level of support for the end-users.Deliver high level of customer service to all Fosroc employees.Follow ITIL methodology during 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, track and manage all Service desk requests using the request tracking software.Take ownership of support cases and regularly follow up with customers to resolutionLog and ensure that all requests from the Service Desk are meeting SLA’s and allocated based on analyst’s availability.Escalate to Service Delivery Manager any Service desk request that have or may breach SLACo-ordination of all IT related purchases with IT super users and vendors in the region.Preparing local purchase orders 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 regionSupport and deliver ad-hoc requests from the IT Service Delivery ManagerMonitor performance indicators and deliver weekly reports about KPI for the [Regional] Service desk.Perform 1st level data center monitoring and checks.Attend and contribute to weekly meetings with other regional coordinators.Manage and maintain and track IT contracts databaseKey Skills and ExperiencesSoft Skills:Clear communicator (written and verbal)Pro-active and ability to work on their ownAbility to handle and prioritiseFunctional & Technical Skills:Knowledge of IT Service desk softwareExcellent vendor management and co-ordinationSkilled in IT asset management and trackingSkilled in problem solving and analysing business informationBasic IT Support skillsBehaviours:Ability to deliver within deadlinesAbility to work under high pressureExcellent interpersonal skills, friendly, approachable, professional with excellent communications skills.Apply for this vacancy
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