IT Service Management Analyst

The Purpose of the IT Service Management Analyst is to Provide full range of reporting on IT services supplied to the business. Ensure that major service issues are recorded, tracked and (in conjunction with the dept. manager) addressed effectively across the local and regional organisation.

The principal accountabilities of the role will be:

Provide effective and timely reporting related to service level attainment

Major issues

Outages and escalations

Initiate escalations if/when required to vendors (ITS, HP. BT etc.)

Help to determine the root cause of issues, liaising with required support teams across the IT organisation

Use service reporting to identify trends and highlight positive movements or the need for action to improve service performance

Be customer service focused at all times in delivering IT services to the business

Leaving Cert Level

Good Microsoft Office skills

Strong communication (written and oral)

Good organisational skills and ability to work on own initiative and within a team critical

ITIL Foundation beneficial

Ability to upskill