Northern Ireland Housing Executive

Phone Number: 03448920900
Email: recruit@nihe.gov.uk
Web: https://www.nihe.gov.uk/working-with-us/careers

Job description

The IT Service & Contract Management Analyst will work as part of a team responsible for dealing with a range of issues for internal customers across the organisation, including Incident and Service Request Management, Change and Problem Management, Contract Management, Asset Management, Cyber Security, Communications and IP Telephony Infrastructure Support. This will also involve liaising closely with a number of IT Service providers.

Responsibilities

• Incident, Service & Change Request Management - logging, prioritisation, categorisation and initial diagnosis to ensure that all Incidents, Service Requests & Change Requests are logged on the Service Desk Management system.
• Processing Service Requests and resolving Incidents from all areas of the business within agreed service levels, ensuring 2nd line resolution is achieved.
• Taking full ownership of Service Requests & Incidents, ensuring accurate and timely updates are provided to customers.
• Assign Incidents and Service Requests to internal teams and external 3rd-party suppliers to ensure that issues are passed to the appropriate team, and resolved within agreed SLAs.

Skills and Qualifications

Essential Skills

• Possess a HND or equivalent level qualification (Level 5) in a relevant IT related subject and can demonstrate at least 1 year’s relevant experience within the last 5 years of working within an IT Service desk role OR
• Can demonstrate at least 2 years’ relevant experience within the last 5 years of working within an IT Service desk role and can demonstrate continued professional development including the attainment of relevant learning/qualifications.

Further Information

For full list of responsibilities, essential & desirable skills, please see Candidate Information Pack on employer's website by following the Apply Direct button.