Service Desk Operations Analyst

The role

COVID-19 Update

Were actively looking for people to join our teams, and were committed in protecting your health and wellbeing during every step of our recruitment process.

If youre successful in securing a role with us youll find well be doing things a little bit differently and it may mean youll initially join our team by working from home.

During this time well work with you to make sure you have the tools and equipment you need and that you feel part of our outstanding DLG team!

What we're looking for:

A Service Desk Operations Analyst to provide vital support in the execution, governance and assurance of Service Desk processes across the integrated supply chain at DLG.

Youll need to demonstrate an understanding of  foundation level ITIL, with experience working within IT Service Management and governance. Youll be confident in dealing with 3rd parties with a tenacity to resolve issues, working towards a collective goal.

Who you'll be working with:

Youll be working closely with internal teams and 3rd party suppliers to ensure the Service Desk meets agreed customer requirements and that there is effective integration and collaboration between colleagues and suppliers.

What you'll be doing:

Support operational management and assurance of Service Desk processes and suppliers

Develop and maintain knowledge of the service desk suppliers e.g. contractual obligations, key contacts

Use service performance data to assess supplier performance against service contractual obligations.

Highlight risks and issues and identify actions to be followed. Track progress on actions and mitigation of risks. Maintain logs of changes, issues, risks etc.

Ensure timely escalation of issues to contract managers following agreed procedures.

Provide guidance and support to projects, change initiatives, service teams and suppliers to enable effective implementation of agreed Service Desk processes.

Support the delivery of process training and knowledge verification to ensure Service Desk practitioners across the supply chain understand the DLG business and can support users knowledgeably.

Contribute to the development of Service Desk processes and tools

What we'll give you:

We have a strong focus on developing you and your skill set and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including 25 days annual leave, family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you as well as a range of other optional benefits!