IT Technical Analyst

Location: Capenhurst, UK

Hybrid role - 3 days a week on site

6 month contract (high liklihood of extension) - £400 - £525/day (Inside IR35)

British nationality - Must be eligable for SC clearance 

(Occasional travel to UK or European sites may be required)

Position Overview:

We are seeking a dedicated and experienced IT Services Specialist to collaborate with our IT team and business users at Capenhurst. In this role, you will ensure that IT services, both internal and external, align with business needs and provide an optimal user experience. As a subject matter expert (SME), you will oversee Global Services and Local Capenhurst Infrastructure, encompassing end-user devices, local network infrastructure, video conferencing/AV systems, and connectivity solutions. Your primary responsibilities will include supporting the Capenhurst Service Delivery Manager in resolving service issues, assisting the Capenhurst Project Delivery Manager with new requests, and contributing to reporting on service and request statuses.

Key Responsibilities:

Technical Expertise: Serve as a technical expert for both Global Services and Local Capenhurst Infrastructure, offering insights into various technology areas including Microsoft Office, Windows 10/11, data centre/server architectures, WAN/LAN technologies (especially CISCO), Microsoft Teams, and video conferencing technologies.

Service Operations and Delivery: Collaborate with the Capenhurst Service Delivery Manager and Project Delivery team to ensure the smooth operation and delivery of IT services,

.Provide technical guidance and support throughout the project lifecycle.

Communication and Issue Resolution: Maintain effective communication with relevant stakeholders, ensuring progress updates are delivered in a customer-focused manner. Address issues as they arise and proactively identify areas for improvement.

Service Improvement: Promote and support service improvement initiatives, whether operational or delivery-related, in accordance with industry standards and best practices.

Service Monitoring: Proactively monitor all Capenhurst IT services, including AV, Video Conferencing, and Unified Communications installations. Collaborate with support teams and third-party providers to ensure service levels and delivery targets are met.

Supplier Performance: Ensure accuracy and timeliness of supplier-provided performance data to support incident and problem investigations.

Initiative Request Process: Accurately complete service/initiative requests and submit them through the appropriate channels.

Major Incident Management: Support the major incident management process, particularly for Sev1s and Sev2s.

Ad-hoc Projects: Assist with ad-hoc projects directed by Group IT and/or Capenhurst IT Managers.

IT System Development: Contribute to the development of IT systems and services, introducing innovation when possible.

Qualifications and Requirements:

Vocational Qualifications: Security clearance to SC level is preferred, with Basic level essential. Education to Degree Level, recognized Technical Certification, or equivalent relevant experience.

Behavioral Competencies: Demonstrated competencies in acting decisively, customer orientation, thirst for knowledge, and working collaboratively.

Experience: Proven track record in complex IT environments, supporting programs and projects, and managing third-party providers to deliver quality services against risk and cost. Experience in designing, implementing, and maintaining service management processes is beneficial.

Technical Skills: Strong interpersonal and organizational skills, effective communication and presentation abilities, sound knowledge of multiple areas of IT, familiarity with Microsoft Office suite, and knowledge of Service Management tools. Proficiency in oral and written English, numeracy, and analytical skills.

To apply, please email (url removed)