Service Improvement Analyst

De Montfort University - Information Technology And Media Services

Service Management

De Montfort University is a university of quality and distinctiveness, distinguished by our life-changing research, dynamic international partnerships, vibrant links with business and our commitment to excellence in learning, teaching and the student experience. The contribution of the Information Technology and Media Services (ITMS) directorate is essential in the delivery of the corporate strategy for the university to maintain the quality of its provision and its distinctiveness.

The university is continuing to make a significant investment in its IT and media services provision to ensure the delivery of a consistent, high quality IT and media services across the university. As part of this agenda, we are currently seeking an experienced, enthusiastic and self-motivated Service Improvement Analyst to join our team. While the key focus will be on the main duties and responsibilities, role holders will ensure that staff and students are at the heart of every service delivery.

By utilising your knowledge and experience of the ITIL best practice framework you will be playing a key role in providing recommendations, plans and initiatives for improving IT service provision and customer satisfaction. You will be involved in developing and improving processes including Incident Management, Problem Management, Request Fulfilment and Complaints Management. Additionally you will also be involved in developing various aspects of the IT service management tool, including the self-service interface.

You will be confident enough to provide strong leadership during high priority incidents when required.

Please quote reference: 10320

Closing Date: 15 December 2016

Interview Date: 11 January 2017

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Midlands of England