The Service Control team is a centralised IT Resource Control and Service Management function within the Managed Services division of eir evo. The Service Control analyst role supports the eir evo Network Operations Centre (NOC) providing operational and customer focused IT services together with resource control management, scheduling of NOC resources, client reporting and the administration and control of client contracts.
Reporting to the Service Control Manager, the Service Control Analyst has responsibility for ensuring quality IT services are delivered to the eir evo Managed Services Customer portfolio and may support one or more of these key Service Management processes, Incident Management, Problem Management and Change Management as well as Continuous Improvement initiatives.
Duties and Responsibilities:
Resource Scheduling:
- Scheduling internal and field-based engineers in Dublin, Cork & Waterford
- Scheduling of chargeable work/contract renewals via the Sales/Account Management Channel
- Co-ordination of On-Call Rota on a weekly basis
- Creation of recurring tickets and scheduling Managed Services visits
- Scheduling onsite holiday/sick cover for itContracting associates
- Scheduling onsite holiday/sick cover for Managed Services Resources
- Annual leave and sick leave management for all Managed Services staff
- Co-ordinating work with 3rd party contractors
- Administration of client contracts
- Administration of client reports
Incident Management:
- Daily, Weekly, Monthly review of ticket Qs (HW Break/fix, Onsite Resourcing and Service Control)
- Manage Ticket backlog/aged tickets (HW Break/fix, Onsite Resourcing and Service Control)
- First response breach daily
- Manage Customer escalations (via email & phone)
- Monitor Service Level Agreements – Response and Resolution SLA
- Ability to review and understand SLAs in conjunction with Customer Contracts as they relate to each Service – what is and is not covered under contract
- Acting as the interface between IT groups, the eir evo user community and 3rd party IT service providers
- Escalating issues to management and others as needed
- Critical Incident Management to include notification of P1 incidents to key stakeholders
Change Management:
- Supporting the Change Board meeting process, chairing the meetings, discussing requests for change projects and approval of requests for change
- Communicating decisions to the relevant stakeholders
- Coordinating implementation of changes
- Reviewing and formally closing change on successful completion
- Assessing and evaluating requests for change for appropriate level of authority.
- Ensuring that all relevant stakeholders have agreed to and are aware of changes
- Identifying and planning remediation activities in the event that the change is unsuccessful
Problem Management:
- Review of Problem Tickets Weekly, Monthly, trending analysis to SDM/Technical TL/SO
PSA/Ticketing System Administration:
- Autotask system administration
- User account creation and deletion
- Work queue creation
- Password resets
- Recurring ticket creation and maintenance
- Updating resource time
- Client Portal maintenance
- Ad hoc system maintenance
Administration:
- Team mailbox administration and monitoring
- Documentation and set up of client contracts on Docusign.
- Documentation of client reporting and management through Cloustore
Knowledge, Skills and Expertise:
- ITIL certification would be an advantage
- Experience in an Incident, Problem or Change Management role would be a distinct advantage
- Experience dealing with Third Party suppliers would be an advantage
- Excellent written and oral communications skills required
- Ability to develop relationships to accomplish team goals coupled with dealing effectively with differences of opinion and conflict management
- Proven ability to create and develop good working relationships
- Experience with identifying improvement opportunities, generating ideas and implementing solutions
- Have excellent analytical skills and be able to identify and analyse problems and potential improvements, and propose and implement solutions
- Ability to set up ongoing procedures to collect and review information as needed
- Proactively identifying new areas of learning and using newly gained knowledge and skill on the job
- Good communication and interpersonal skills
- Knowledge of industry-standard methodologies, tools and environments
- An understanding of general business practices and processes
- Ability to deal comfortably with non-technical users
- ‘Can Do’ attitude, solution-oriented team player, keen to learn and take on new knowledge and skills.
- Experience dealing with external vendors and stakeholders.
Candidates must be eligible to work in Ireland or currently hold a Stamp 4 Visa to apply.
If you are interested in applying for this role, please do so via the relevant link.
eir evo/itContracting is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital/civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo/itContracting apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with eir evo/itContracting, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo/itContracting.
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