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.