IT Service Delivery Consultant

Job Description

Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensureMazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing business.Job PurposeThe Business Technology Group, with the assistance of a number of key third party suppliers, supports approximately 2000 users across offices predominantly in the UK but with exposure to some global offices also.The Service Delivery Consultants work closely with the external Service Desk and the internal Operations, Applications and Front of House teams, liaising between them to facilitate the delivery of customer focused support solutions working to a shift patterncovering from 8.00 to 18:00.Job Role

• Day to day management of all Incidents and Service Requests passed from the Service Desk to the Level 2 onsite support queue, owning and progressing calls to other teams or third parties for further investigation.
• Provide a professional timely service to end users and help to ensure other support teams deliver to the same standard.
• Assist with the identification of Problem tickets and Service Desk trends.
• Ability to work to ITIL based standards and processes, ensuring procedures are adhered to, highlighting any gaps and suggesting improvements.
• Responsible for the exchange of knowledge between the onsite resolving groups and the Service Desk.
• Manage direct customer contact ensuring tickets are logged and procedures followed at all times.
• Take ownership of asset management ensuring kit levels are maintained as appropriate.
• Deliver high quality Audio Visual and Meeting Room support, ensuring the Mazars front-of-house and back-of-house meeting room equipment is maintained to high standards and is available to internal staff and external customers alike.
• Partner with training services to educate end users on the effective use of workplace, meeting room and collaboration equipment.
• Assisting with project related activities as necessary.
• Providing new joiner orientation sessions
• Organise ad hoc drop-in sessions enabling customers to get the best out of technology
• Occasional requirement to travel to supported sites

Person Specification

• V3/V4 ITIL experience essential.
• Previous experience in a corporate technical customer facing role essential.
• A high degree of commitment to customer service excellence.
• Able to communicate effectively with users and team members alike.
• Highly motivated; tenacious and able to work on their own initiative as well as part of a team.
• Works well with others in the team and acts as a role model, setting high standards of quality and demonstrating commitment to self-development.
• Demonstrates an ability to analyse and prioritise situations, escalating when necessary.
• Ability to work under pressure; with a flexible working attitude.
• Demonstrates a commitment to change, implementing change projects within the team, where relevant.
• Actively strive to improve technical ability by self-study, organised in-house training and attendance of external courses as authorized.
• Promotes the firms values and beliefs, demonstrating integrity and maintaining an ethical stance, using flexibility and tact to express views as necessary.
• Flexibility; the applicant must appreciate the occasional need for out of hours and weekend work as well as being in contact out of office hours to support this level of serviceability.
• Solid problem-solving skills with proficient attention to detail
• Solid documentation skills

Technical Competences

• Experience supporting workplace hardware, e.g. Laptops, Desktops, Printers Scanners, Conference Phones, VC units, Telephony handsets, Mobile phones, etc.
• Experience supporting Microsoft Office 365, Azure AD including Exchange, Microsoft Teams, OneDrive, SharePoint, MS PowerApps, Citrix solutions.
• Experience supporting cloud solutions Azure or similar platformsAWS, Google etc.
• Experience using ITSM tools, specifically Service Now
• VMware ESX and VMware Horizon
• Windows 10
• Active Directory Domain Services including Group Policy and Certificate Services
• Nexthink experience would be very advantageous
• Working knowledge of data infrastructure and data security
• End user computing and virtual desktop infrastructure.
• Creating and reviewing Workplace knowledge base documentation.

Diversity & Inclusion at MazarsAt Mazars diversity and inclusion are central to our values. We also recognise that being a diverse and inclusive organisation makes us stronger as a business.We seek to attract and recruit people who reflect the diverse nature of our clients and communities, regardless of sexual orientation, gender identity, ethnicity, nationality, faith or belief, social background, age and disability. Mazars selects candidatesbased on skills, qualifications and experience.We are open to having conversations about flexible working. Our client-facing professionals can often be required to travel regularly or may be based at client sites, but our approach to agile working can help achieve a lifestyle balance without compromisingon client service.We welcome applications from those returning to employment after a break from their careers.