Main Purpose of the Role

Supports Service Delivery Managers and Business Relationship Managers in delivery of IT End User Computing (EUC) services – enabling WH Smith to operate in line with daily, weekly & seasonal needs

Key Accountabilities

• Service Management: Support the delivery of EUC services, ensuring they meet performance standards and SLAs.

• Technical Support: Provide support for end-user devices, including video conferencing, tablets, and mobile devices.

• Incident and Problem Management: Manage and resolve incidents and problems related to EUC services.

• Configuration and Asset Management: Maintain accurate records of EUC assets and configurations.

• Process Improvement: Identify and implement improvements to EUC processes and services.

• Collaboration: Work closely with other IT teams and stakeholders to ensure seamless service delivery.

• Documentation: Create and maintain documentation for EUC processes, procedures, and configurations.

  Main Responsibilities

• Partners with the Service Delivery team to resolve IT Service incidents and issues

• Investigates and prioritise service and systems exceptions, issues and resolutions

• Partners with Business Relationship teams to effectively communicate issues and resolutions

• Partners with Business Relationship teams to agree and review Service requirement and transition plans for changes

• Analyses IT Service metrics for stability, faults, trends and changes, recommended improvement plan

• Partners with suppliers to identify new IT Service changes and threshold measures to improve systems availability and to ensure issues are resolved in a timely manner

• Analyses Supplier data suppliers to validate information and highlight any areas of issues, trends and changes to Business Relationship teams and across Service Management group

Experience and Knowledge

• Good communication skills
• Understanding of ITIL model
• Experience analysing IT services to resolve issues, find trends, and drive improvement.

• Customer relationships
• Managing the needs of the team and stakeholders
• Data analysis
• Excel and computer literate
• Pragmatic in resolving issues.