Our Client in Milton Keynes are looking for an IT Management Analyst on a contract until the end of December but possibly will be extended.
YOU WILL NEED TO HAVE A CLEAN CREDIT HISTORY
PRIMARY PURPOSE OF THE JOB
The main purpose of this role is to develop and to administer access processes to ensure that all staff internally and within the retailer network is allocated the correct IT access rights following VWFSUK Access and Identity Guidelines.
The role is responsible for processing and coordinating timely responses to VWFSUK management, channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress. Ensuring expectations are managed while delivering exceptional customer satisfaction will all be important factors in fulfilling the role
SKILLS & PERSONAL CHARACTERISTICS REQUIRED
Time and priority management skills to enable efficient customer service delivery.
Self-motivated and a strong team player.
Proven verbal and written customer handling skills to enable customer satisfaction.
Ability to cope within a pressurised environment whilst meeting deadlines.
Ability to support fundamental principles in a wide and often unpredictable range of contexts.
Managing, maintaining and provisioning all access requirements for 1200+ user base as part of a high achieving team.
Supporting delivery of ongoing process changes and improvements across multiple subsidiaries.
Ensure tasks and activities are completed in line with defined and published procedures or working instructions.
Working under general direction within a clear framework of accountability.
Working with minimal supervision and limited guidance, planning own work to meet objectives.
Adherence to VWFS AIM guidelines regarding all access requests.
Adherence to VWFS IT Services Incident Management process.
Ensuring Local Working Instructions, processes and procedures are documented
Monitor and manage delivery against KPI performance measures and targets.
Review and challenge ways of working, look at process enhancements and ensure best practice is followed.
Provide technical advice on system and processes as required.
Understand relationship between specialism and wider customer/organisational requirements
Be able to effectively prioritise workload and work towards SLA targets.
Advise on the available standards, methods, tools and applications on own area of specialism and can make correct choices from alternatives.
Takes ownership for incident resolution, diagnosing where an incident may affect a wider audience than originally reported and escalating where appropriate