Responsibilities -

• Ensuring rapid resolution of incidents and requests with a customer service focus
• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
• Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Support the onboarding of new services and customers to ensure smooth transitions into live service
• Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies' IT landscape.
• Work closely with business units to understand usability and impact of changes.
• Work with teams to map existing workflows and identify overlaps/gaps.
• Evaluate usability concerns when switching legacy systems to Davies' standards.
• In periods of low M&A activity, contribute to service improvements within the existing BAU support model, Document process refinements & standardization effort.

Required Skills -

• Experience working in a large organisation providing Enterprise IT support
• Experience working with ITIL processes for service management
• Experience transitioning IT services during M&As or organizational change.
• Familiarity with Incident, Problem, Change, and Release Management processes in an ITSM environment.
• ITIL V4 foundation (v4 or above)
• Process mapping & workflow optimization
• Technical experience of administration and support of some or all of the following technologies
• Windows servers (2016 and above)
• Windows desktop OS (10 and above)
• Mobile device management (e.g. Intune)
• Active Directory / EntraID for user/group management
• Microsoft 365 (Office, Teams, SharePoint, OneDrive)
• End user devices (laptops, mobile phones, printers)
• Understanding of LAN/WAN networking and firewalls

Preferred Skills -

• Be an excellent problem solver with proven ability to diagnose and resolve issues.
• Have good analytical skills, be methodical and accurate and show great attention to detail.
• Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.
• Strong relationship-building, and conflict resolution skills, which enable effective teamwork and stakeholder engagement.
• An excellent attitude towards delivering customer service
• The ability to confidently engage with customers over the phone, listen and articulate complex information in a clear, approachable and empathetic manner.
• ‘Hands on' approach and a willingness to learn
• Demonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.