IT Service Desk Analyst – Problem Management / Service Delivery ITIL Ref: 15035

£30,000 - £34,000 DOE Plus Benefits Package + Remote Working Flexibility

Excellent CV-enhancing opportunity for a IT Service candidate with foundation ITIL to join the Managed Services division of a leading €1.5 Billion international authority in the Digital Transformation & IT Services space.

Role Info:

IT Service Desk Analyst – Problem Management / Service Delivery ITIL
St Ives, Cambridgeshire (3 days) / Remote (2 days)
£30,000 – £34,000 DOE
Plus Benefits Package

About Us:

As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.

Our headquarters are based in Munich and we employ over 3,000 employees worldwide and have offices in Germany, Austria, Belgium, the UK and the U.S.A.

The IT Service Desk Analyst – Problem Management / Service Delivery Role:

We’re now recruiting for a Problem Management Analyst to join our team based from our office in St Ives. Working as part of an established team reporting to the Problem & Escalations Manager, your primary responsibility will be to ensure problem records are effectively managed through the problem management process from evaluation to resolution.

The ideal candidate will already have experience in a similar role and have a thorough understanding of the Problem Management process, as well as an excellent understanding of service management principles and be able to effectively communicate with key stakeholders.

This is a fantastic opportunity to work within an interesting and varied company that offers a busy yet friendly place of work.

The Role:

Key Responsibilities:

+ Creating and distributing monthly performance and activity reports
+ Carrying out proactive Problem Management via trend analysis of incidents raised
+ Producing Root Cause Analysis reports
+ Making recommendations on operational working practices to prevent potential problems
+ Collaborating to resolve issues and develop better working practices
+ Carrying out reactive Problem Management after the closure of a Major Incident and as incident trends dictate;
+ Working closely with other service delivery teams to ensure the quality of service and adherence to contractual obligations
+ Managing Problem records through to resolution within service level thresholds and customer's satisfaction.

Skills & Experience:


+ Good understanding of, and experience operating within, an ITIL framework delivering services to a customer base
+ ITIL Foundation
+ Solid understanding of Major Incident and Change processes
+ Experience in producing insightful reports from data and trend analysis
+ Experience in using systems and applications e.g. Microsoft Office products
+ Ability to take ownership and progress Problem Records through to resolution and within reasonable timescales
+ Experience in coordinating meetings with both internal and external stakeholders
+ A background interacting with, or working alongside, technical support teams.

Highly Desirable:

+ Previous experience in a similar role and a thorough understanding of the Problem Management process
+ Innovative thinking, in terms of service quality and improvements within the boundaries of our clients’ limits (resource, budgetary, legal etc)
+ Understanding of Service Management Methodologies and best practices.

Location: Based from our office in St Ives, Cambridgeshire
Hours: Monday to Friday (37.5 hours per week) between the hours of 08:30 and 17:00.
Salary: Competitive

Benefits & Perks:

Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, online discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, free fruit Monday, dress down Friday, Fundraising, Sports & Social club.

Start date: ASAP

Additional Information:

+ Must have the right to live and work in the UK.
+ Must meet Security Clearance vetting requirements as this is a requirement of the role.
+ Any offer would be conditional upon the successful candidate passing a full DBS national security vetting process.

To Apply:

Please include a covering letter (which includes salary expectations) along with your CV outlining the skills and experience that make you the ideal candidate for this position.

We look forward to hearing from you!

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.