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Service Management Support Analyst

Posted 26 Mar 2024
Work experience
1 to 3 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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An exciting opportunity for a Service Management Support Analyst based in either our Rochdale, Greater Manchester or London offices has arisen. We are seeking a talented and dedicated IT professional to join a friendly and professional service management team.

How will you spend your days?

You will be supporting our Service Management Team activities in a busy and fast moving environment. This is a new and key role in the day-to-day operations and monitoring of the team deliverables.

Some of the areas you will be involved in are:

Ensuring incidents are resolved with minimum disruptions to Service users and customers. Assisting in the planning and organising of effective service monitoring, ensuring performance targets are achieved whilst identifying risks/issues.

You will be providing effective support to deliver that assists us to deliver excellence in everything the team delivers and ensures first class Service Management performance. Where required you will deputise for individual Service Management process owners.

One of the key areas you will work closely with is the Service Transition process, and you will be assisting in the effective transition of new Services into the Operational environment ensuring these services are both supportable and that Operational teams are ready to accept the new service.

You will help quickly resolve Major Incidents, Problem, Change and Risk Management processes throughout their lifecycle, which will include also Continuous Service Improvement.

You will also work with peers develop, foster, excellent working relationships with teams within:

Service Desk, System teams, Networks and Telecoms, Senior management Teams, Service Delivery Managers, Information Security Management, Service Asset and Configuration Management, Capacity Management, Availability Management, Incident and Problem Management

How will you stand out?

  • ITIL v3 Foundation Certificate or demonstrable experience
  • Practitioner level Certification in ITIL processes such as Release, Service Transition, Capacity management or similar would be desirable
  • Good communicator across all levels is essential for this role
  • Good understanding & experience of using service management tools such as Support Works, or ServiceNow
  • Has broad experience working within IT in a medium to large scale enterprise IT or Public Sector
  • Demonstrable experience of Service Management processes in a support role
  • Understanding of and commitment to the principles, practices and promotion of equality and diversity.

What's in it for you?

Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK's most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK.

At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector.

We are collaborative in the way we work, and our agile and fast paced environment poses many opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading

In addition to salary, training and a wonderful office environment, we offer the following corporate benefits:

  • Pension Scheme
  • Health Insurance
  • Being an Employee Owner as part of the Employee Owned Trust, you can make a difference in the future of our organisation.
  • Life Assurance
  • Flexible working
  • Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme.

Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Agilisys, an employee owned organisation, is one of the UK’s fastest growing and innovative cloud and digital transformation specialists, enabling organisations to adopt technologies, platforms and processes that promote new ways of working. An established partner for both the public and private sector for nearly two decades, we have earned a strong reputation and hold deep domain expertise delivering change…


Agilisys, an employee owned organisation, is one of the UK’s fastest growing and innovative cloud and digital transformation specialists, enabling organisations to adopt technologies, platforms and processes that promote new ways of working. An established partner for both the public and private sector for nearly two decades, we have earned a strong reputation and hold deep domain expertise delivering change and innovation, particularly within local and central government.

We support our customers through a network of offices and centres of excellence throughout the UK, employing over 1,500 staff across the UK.

IT
London
1,500 employees