• Service Analyst

    Job Locations UK-Sutton Coldfield
    Posted Date 4 months ago(8/6/2018 8:47 AM)
    Wilmington Shared Services
    # of Openings
    Wilmington plc
  • Company Outline




    Wilmington plc is a dynamic and expanding company with a common aim – turning knowledge into advantage. We provide information and training to professional business markets within the Risk & Compliance, Finance, Legal and Insight sectors. We enable professionals and their organisations to enhance performance by providing high quality, relevant and reliable information, education and knowledge. Our services are underpinned by our core values of enhancing, enabling, collaborating and innovating.

    Main Purpose of Role

    This role is a IT administration role based in Sutton Coldfield and will assist the IT Service Delivery Manager in managing the operational issues that impact the business areas. They will develop working relationships with individuals within the supplier organisations as well as other members of the IT team and the businesses.



    • Support and work with the service delivery team to ensure that our primary IT service provider, Nasstar, meet the needs of the business and their contractual obligation and responsibilities outlined in the service contract
    • Manage and track all requests with vendors and coordinate any request for information from either vendor or colleague
    • Provide effective and timely response to all queries and issues raised through the service delivery team, resolving or escalating as appropriate.
    • Administration of orders with suppliers, logging and confirming receipt, this includes validating invoices for payment.
    • Implement IT Services adoption tools for example, training and communication of softphones, file sharing, video conferencing, also monitor monthly usage where necessary, implementing user adoption tools where there is under usage.
    • Inducting of new starters in conjunction with IT partner to ensure that starters are business ready.
    • Action outcomes of workplace health and safety assessments.
    • AV 1st/2nd line support, training and maintenance
    • VOIP and legacy voice 1st/ 2nd line support including recovering call recording, administration, adoption
    • Mobile phone setup, distribution and 1st line support for new starters
    • Undertake ad hoc projects as directed by the Service Delivery Manager


    Skills and Experience Required

    Measures (what does “success” look like for this role):

    • An organised desk with minimal backlog of requests from either our IT partner or internal colleagues.
    • Adapt to change easily and understand the implications of such.


    The person in this role:


    You will have a strong interest in the future of technology and how it can benefit colleagues and a business. You are easy to work with and can empathise with vendors and colleagues to ensure that the demands of both are met. You have an organised nature, eager to please, remain calm under pressure and work to tight deadlines. 


    The skills required:

    • Experience of using windows based software packages (Word, Excel, Powerpoint)
    • General knowledge and understanding of technology platforms
    • A good level of communication skills, desirable experience of presentation skills
    • High level of interest in technology, desirable of working to the ITIL framework, ITiL foundation certification 
    •  A “can-do” attitude with good inter-personal skills 


    We are focused on ensuring that Wilmington remains a great place to work. We value our people and we continue to invest in their career development. We encourage learning, and career opportunities are possible across all Wilmington companies

    “We are committed to equality, equality of opportunity and valuing diversity”





    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed