IT Service Analyst

EMEA
International Operations
Birmingham
Permanent

Eversheds Sutherland is a firm committed to delivering client service excellence. We are known for our commercial awareness and industry knowledge and for providing innovative and tailored solutions for our clients.

As a full service law practice, we act for many sectors across the UK, Europe, Middle East, Africa, Asia and the US providing legal advice to clients in each of its practice areas including Real Estate ,Company Commercial, Employment, Labor and Pensions, Litigation and Dispute Management.

With 74 offices across 34 countries worldwide, we have become one of the largest law practices in the world which is a great place to develop your career.

Overview:

Reporting to the IT Service Manager, and working within our IT Services team, the IT Service Analyst will be responsible for overseeing the end to end Incident process and assisting with proactive Incident Management.  You will also act as Escalation point of contact for any Incidents or Requests that require priority support

You will manage and take ownership of incoming Incidents and Requests, and those requiring priority attention via a defined Escalation process.

Working with internal and third party technical teams to ensure that priority items are fulfilled, and that service improvements from those are identified and tracked.

This role will also require the ability to provide reporting upon delivered services, support the IT Service Management team in Identity and Access management governance, and various compliance validations within the department.

Key Experience:

  • A minimum of 2-3 years of large-scale and diverse IT estates with knowledge on Incident Management, Problem Management, and service improvement etc
  • Ability to provide clear and precise communications across all levels of the business.
  • Knowledge of ITIL service management processes and practices
  • Sound working knowledge and experience of associated service management tools, techniques and methods
  • Experience of working with 3rd parties and 3rd party delivered services
  • Recognised ITIL Foundation Computer Sciences Certificate or equivalent
  • Excellent influencing and people management skills

This opportunity is closed to applications.