IT Service Delivery Analyst

  • Company: Bestway Consultancy Services
  • Location: ISLAMABAD
  • Department: Information Technology
Position Purpose

This position is responsible for helping to test and onboard new services into the shared services environment. 

Job Description

  • Responsible for service escalations and management of regular service improvement meetings.
  • Support the acceptance in-to service of new off shored business process and IT services to deliver them.
  • Act as an internal escalation point for service desk requests and incidents, helping to resolve queries quickly and efficiently
  • Be the champion of the service desk knowledge base, working with 2nd and 3rd line teams to create new and maintain existing knowledge articles
  • Work closely with Well & Bestway IT teams & suppliers to ensure incidents are escalated and resolved as necessary to achieve the agreed service levels.
  • Escalate reoccurring issues and trends to the Well & Bestway IT service management team.
  • Work with third line teams to keep up to date on new technologies and to be an early adopter of new process and changes impacting service.

Experience and Qualification

  • Bachelor/Masters degree in IT/Computer Science.
  • 4 to 5 years of relevant experience, preferably in an offshored, outsourced or shared services environment. 
  • Knowledge and practical experience of ITIL Service Management standards. 

Specific Requirements

  • Experience of service management role supporting multiple locations including the ability to diagnose and resolve software and hardware issues and failures.
  • Experience of reporting and tracking call volumes to stakeholders.
  • Be flexible to support UK business hours.
  • Effective communicator with good interpersonal skills and strong team management skills.
  • Excellent verbal and written communication skills.