We are searching for an IT Support & Service Delivery Analyst who will be crucial in driving the successful coordination between internal teams and a third-party managed service provider, ensuring smooth operations across a transforming IT landscape. This role involves managing complex technical enquiries, supporting ongoing project work, and acting as a key point of escalation to maintain high service standards during and beyond the final stages of a significant two-year IT transformation programme.
ResponsibilitiesAct as the primary liaison between internal stakeholders and the third-party IT managed service providerResolve complex, on-site technical issues with a calm, mature, and methodical troubleshooting approachServe as the escalation point for users on-island and across the wider organisationMonitor, review, and drive resolution on incidents and service requests that are not progressing as expectedCollaborate closely with internal teams to ensure clear communication and prioritisation of IT issuesEngage in project work as required, bringing technical understanding and pragmatic input into delivery discussionsQuickly absorb and understand technical challenges across a range of IT transformation initiativesCommunicate effectively with non-technical users, translating IT language into business-friendly languageSupport the ongoing decommissioning of a legacy data centre and the migration to a SaaS-based infrastructure
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