HEFESTIS Ltd
HEFESTIS Ltd: Position Overview
- Location: Remote
- Salary: £38,000 per annum
- Hours: Full Time
- Contract Type: Permanent
- Listing Date: 9th October 2024
- Application Deadline: 25th October 2024
About UniDesk
UniDesk is an ITIL-aligned service improvement tool tailored for Higher and Further Education, leveraging the TOPdesk SaaS platform. While TOPdesk supplies the technical framework, UniDesk manages the service for its members, offering a comprehensive solution grounded in core ITIL practices.
Position: ITSM Support Specialist
In response to our expanding operations, HEFESTIS Ltd is seeking an ITSM Support Specialist. This strategic position demands a proactive approach to ensuring the platform functions as a vital asset supporting the service advancement and success of our members. This role entails hands-on technical system management, a strong grasp of IT services, and the agility to meet our growing membership’s needs. Please note, this role does not include technical infrastructure or help desk support.
Responsibilities
- ITSM Platform Management: Guarantee system reliability and oversee configurations and updates to address current and future requirements. Implement improvements and customizations.
- Strategic IT Service Management: Apply ITSM best practices to enhance service delivery processes, ensuring reliability and quality. Continuously improve service through performance and metric analysis.
- Support & Maintenance Leadership: Offer expert support to quickly resolve system issues, leading maintenance activities to ensure system integrity and user satisfaction.
- New Member Onboarding: Oversee new member integration, ensuring a seamless and excellent initial interaction. Ensure consistent technical integration for uninterrupted service.
- Collaborative Process Improvement: Partner with members to identify service improvements, document workflows, and contribute to knowledge sharing for effective service delivery.
- Vendor & Stakeholder Engagement: Act as a liaison with vendors, working on joint platform enhancements. Engage with stakeholders to align platform capabilities with their objectives.
About You
- ITSM certification, preferably ITIL, is highly regarded.
- Proven experience in ITSM platform support and maintenance.
- Skilled in managing system upgrades with minimal service impact.
- Experience in providing training.
- Strong analytical, problem-solving can make data-driven decisions.
- Excellent communication and stakeholder engagement skills.
- Familiarity with the TOPdesk solution is beneficial.
Terms
- Location: Remote with occasional travel within the UK
- Tenure: Permanent Full Time (part-time options available)
- Hours: 35.625 per week, 9.5-day fortnight
- Annual Leave: 26 days plus 14 additional days per annum, pro-rated for part-time
Application Process
To apply, please send your CV and cover letter to [email protected] by Friday, 25th October at 5pm.
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