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Contract Technical Support Analyst - IAM, Service Desk, ITIL

  • Location: London
  • Sector: IT
  • Job type: Contract
  • Job reference: STR32965/11
  • Rate: £300 - £360

Job description

Contract Technical Support Analyst - IAM, Service Desk, ITIL

The Redline Group are actively working with an organisation within the Rail Industry who are in presently in search of a Contract Technical Support Analyst for an initial 6 month contract based in the London.

The Contract Technical Support Analyst is to support the day-to-day operation of Identity Access Management Services and ensure they are delivered in accordance with the contracted specifications, providing first tier support to end users and suppliers for Incidents and Service Requests.
The role is split between responding to routine requests, scheduled tasks and the analysis and resolution of more complex or technical issues

Responsibilities:
> Monitor the performance of the Services to ensure they are delivered in accordance with agreed contractual requirement s and the quality of service is maintained.
> Support the day-to-day operation of the Service Desk. Operate the key processes of Event Management, Incident Management, Problem Management, Access Management, Service Request Management and Escalation Management, within the ITIL framework, to ensure that the Service continues to meet customer requirements.
> Assist with Change and Release activities when required
> Monitor and manage service requests and incidents within the service tool Service Now.
> Investigate and resolve incidents and service requests if possible, or escalate them where they cannot be resolved within the agreed timescales or defined areas of responsibility. This will involve managing the end to end process including liaising with suppliers, keeping customers appraised of progress and documenting solutions for internal and external use.
> Identify and recommend change in accordance with defined processes, procedures and contractual obligations, to improve quality, efficiency and effectiveness of the Product Management service delivery.
> Develop and maintain effective relationships with customers, internal departments and Third Party Suppliers.
> Further develop and refine the operational procedures.

Should you be keen to hear more about this opportunity, please feel free to get in touch via email at sramos@redlinegroup.Com or call me on 01582 878866 referencing STR32965/11

Contract Technical Support Analyst - IAM, Service Desk, ITIL


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