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IT Service Delivery Analyst

Location: CANARY WHARF, LONDON Salary: 35000 - 38000 GBP Per Annum, inc benefits
Sector: Technology Job Type: Contract
Shift Type: N/A Applications: 3
Posted: about 1 month ago Reference: 3050374
An opportunity to work on a one off project on the biggest and most exciting infrastructure programme currently under development in Europe. My client are seeking a IT Service Delivery Analyst on a long term assignment based in London. 

An excellent opportunity to work on a lasting legacy and work on the most exciting infrastructure project. 

To ensure effective first, second and third line support delivery to users via the service desk and underlying resolution groups both internal and through service providers. Undertake service delivery tasks and activities relating to IT service operation, in particular the IT Service Desk function and Incident Management, VIP service, Service Request Management, Problem Management and Event Management processes.
The work profile across IT service operation will vary over time according to business demands, challenges and priorities and the role holder is expected to demonstrate flexibility in this regard.
Ensure that service operation policies, processes, procedures, work instructions, and related outputs and technical documentation etc. comply with applicable documentation, configuration and change management standards are stored.


Good Knowledge of ITIL V3 principles, concepts, processes and functions.
Extensive knowledge of IT service design and transition processes.
Good knowledge of IT Architecture, data centres, servers/PCs, operating systems, SANs, databases networks, MS Office Product Suite, Systems Management tools and Service Management tools.

Ideally, the post holder will be a holder of the ITILV3 Expert certificate, or ITIL V3 Foundation certificate and at least two ITIL V3 Intermediate Level certificates.
Working knowledge of IT support and administration processes;
Advanced knowledge of the Microsoft Office Suite of applications.
Knowledge and experience of the ITIL framework for IT best practice (to foundation level).
Good experience of incident, service request, problem, change, and configuration and release management gained within “blue chip” organisations ideally.
Experience of having worked within or managed an IT Service Desk function desirable.
Extensive experience of both reactive and proactive problem management and related tools and techniques desirable.
Experience of managing and implementing service improvement projects/plans.
Experience of using IT Service Management tools for example Remedy and TfS, and Process Maturity Models (e.g. CMMI).

Prince 2 (or equivalent) Project Management certificate desirable.


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