Service Delivery Analyst

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 issues Investigates and prioritise service and systems exceptions, issues and resolutions Partners with Business Relationship teams to effectively communicate issues and resolutions Partners with Business Relationship teams to agree and review Service requirement and transition plans for changes 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. Skills Customer relationships Managing the needs of the team and stakeholders Data analysis Excel and computer literate Pragmatic in resolving issues. ADZN1_UKTJ

Location: Dorcan, GB

Posted Date: 1/13/2025