• Service Analyst

    Job Locations UK-Sutton Coldfield
    Posted Date 1 month ago(10/11/2018 4:27 PM)
    Wilmington Shared Services
    # of Openings
    Wilmington plc
  • Company Outline



    Job Role: Service Analyst

    Location: Sutton Coldfield

    This role is available for local candidates already authorised to work in the role’s country only.


    Closing Date:  *24th November 2018


    Wilmington plc is an 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 know how critical our employees are to us achieving success, so we make sure we recruit great people to help us to maintain the trust of our customers and develop new, innovative products.


    This is a place where you can truly progress. A place where you can be heard. Here, combining know-how with a great attitude will give you the opportunity to succeed.

    Main Purpose of Role

    Why do we want you?

    We want you because you 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 enjoy working to tight deadlines. 


    So, what will you be doing…?
    This role is a IT administration role based in Sutton Coldfield so on a day to day basis you will be assisting the IT Service Delivery Manager in managing the operational issues that impact the business areas.


    You will become the go to person for individuals within the supplier organisations as well as other members of the IT team and the businesses.


    You will 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 and you will manage and track all requests with vendors and coordinate any request for information from either vendor or colleague.


    You will also 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 including validating invoices for payment also falls in the remit of this post.


    You'll be involved in implementation of IT Service adoption tools i.e. training and communication of softphones, file sharing, video conferencing, also monitor monthly usage where necessary, and implementing user adoption tools where there is under usage.


    There are a few more areas you'll get involved in such as inducting of new starters to ensure that they are business ready, actioning 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 etc.  so you can see its an incredibly varied role. 


    If you are excited about the role and think you can do much of what we have described but aren’t sure if you are quite who we’re looking for… give it a try. Nothing ventured nothing gained!

    Skills and Experience Required

    We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

    • The right to work or ability to obtain the right to work in the UK
    • Experience in a similar role
    • A strong interest in the future of technology and how it can benefit colleagues and a business
    • 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 

    You need to be the kind of person who…


    • Is passionate about helping others in a technical support capacity
    • Loves to learn – both knowledge and skills
    • Is a creative question-asker and a solution-finder
    • Is able to work in a fast paced, fun and progressive environment
    • Enjoys a challenge – we work hard, and it can be a steep learning curve


    Come join us!

    At Wilmington Plc, we know how hard our employees work and the contributions they make to our business. As such we offer attractive salary packages that include some fantastic benefits such as performance related bonus, contributory pension scheme with life assurance, at least 23 days' annual holiday but also flexible benefits that allows you to tailor your choices i.e. purchase additional holiday days, discount vouchers, heavily subsidised gym membership, cycle to work schemes and dining cards.


    We offer variety, development and an opportunity to be part of a committed group of colleagues. We operate an open environment where you’ll be encouraged to make an impact. At Wilmington, our collaborative approach means your great ideas will be welcomed and your great work recognised. 


    The Legal bit 

    The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.


    *Please note that this role may remain advertised until an offer of employment has been made.



    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”





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