Role & responsibilities
Service Desk Platform:
- Responsible and accountable for implementing systems changes within the Group Technologies Service Desk Platform (Ivanti Neurons).
- Research the desired improvements and upgrades within the Service Desk Platform, understand any associated risks, timescales and required Change Control requirements such that enhancements and upgrades can be carried out seamlessly with minimal impact to end users.
- Liaise with Service Desk Platform manufacturer for additional support / guidance and where required fault resolution with the product.
- Perform weekly and monthly platform administrative duties, to ensure the platform is working to its very best potential.
- Work with stakeholders on their requirements - recent features and functionalities on Ivanti modules, plan the sprint, raise change requests where required, attend CAB calls to present the changes, seek approvals and plan implementation accordingly.
- Provide end-user IT service desk platform support for internal RWS employees, ensuring that the end-toend customer experience is positive,
consistent, and high quality.
- Ensure all service desk platform environments are maintained well
- Provide timely, updated, agreed reports and analysis to the business at a set frequency.
- Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
- Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority tasks and activities to meet operational requirements.
- Responsible for the management of all issues assigned to them through the Service Centre.
- Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
- Following security processes in line with company processes and regulations.
- Follow procedures, maintain documentati