IT Service Delivery Consultant

Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing business.

Within our Business Services Team, the Business Technology function (BizTech) provides IT services to over 2,300 users across around 20 locations, predominantly in the UK, and is comprised of key functions including the following areas: Technology Change (including project management), Security & Governance, Architecture, and IT Service Delivery and Technology Operations, where this role sits.

Job Purpose

The IT Service Delivery team are responsible for ensuring that the IT that our teams use is working and effective for our firm to operate.

The Service Desk Support Technician is responsible for resolving support requests ensuring that service levelsand targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Our service team work in a dynamic, fast-paced environment which provides services over the phone, or through email primarily.

The Service Delivery Consultants work closely with the external Service Desk and the internal Operations and Front of House teams, liaising between them to facilitate the delivery of customer focused support solutions working to a shift pattern covering from 08:00 to 18:00.

This is a key role for the firm, as this individual will maintain delivery of highest standards in quality of service delivery and operational standards with reporting. They will ensure that on a day-to-day basis, the IT services that are key to enabling the business are managed to ensure these are available, secure and performant at the cutting edge of delivery of excellent customer care.

Role and Responsibilities

• Day to day management of all incidents and service requests passed from the Service Desk to the London onsite support queue, progressing calls to other teams or third parties for further investigation.
• Provide a professional timely service to end users and help to ensure other support teams deliver to the same standard.
• Assist with the identification of problem tickets and Service Desk trends.
• Ability to work to ITIL based standards and processes, ensuring procedures are adhered to, highlighting any gaps and suggesting improvements.
• Responsible for the exchange of knowledge between the onsite resolving groups and the Service Desk.
• Manage customer “drop-ins” ensuring tickets are logged and procedures followed.
• Take ownership of asset management ensuring kit levels are maintained as appropriate.
• Deliver high quality Audio Visual and Meeting support, ensuring the Mazars front-of-house and back-of-house meeting room equipment is maintained to high standards and is available to internal staff and external customers alike.
• Partner with training services to educate end users on the effective use of meeting room and collaboration equipment.
• Assisting with project related activities as necessary.
• Providing new joiner orientation sessions
• Organise ad hoc drop-in sessions enabling customers to get the best out of technology

Skills, Knowledge and Experience

• ITIL experience essential.
• Previous experience in a corporate technical customer facing role essential.
• A high degree of commitment to customer service excellence.
• Able to communicate effectively with users and team members alike.
• Highly motivated; tenacious and able to work on their own initiative as well as part of a team.
• Works well with others in the team and acts as a role model, setting high standards of quality and demonstrating commitment to self-development.
• Demonstrates an ability to analyse and prioritise situations, escalating when necessary.
• Ability to work under pressure; with a flexible working attitude.
• Demonstrates a commitment to change, implementing change projects within the team, where relevant.
• Actively strive to improve technical ability by self-study, organised in-house training and attendance of external courses as authorized.
• Promotes the firms’ values and beliefs, demonstrating integrity and maintaining an ethical stance, using flexibility and tact to express views as necessary.
• Flexibility; the applicant must appreciate the occasional need for out of hours and weekend work as well as being in contact out of office hours to support this level of serviceability.

Behavioural Expectations

• Results orientation: ability to set high goals f, focusing on the delivery of targets, quality, and deadlines
• Communication skills: ability to communicate professional, concise, and accurate information in written and verbal formats. excellent communication with key internal and external stakeholders.
• Creativity & innovation: willingness to challenge assumptions and find new solutions working with colleagues
• Listening and learning: able to work well with others to learn skills to develop their knowledge
• Relationship building: ability to build and maintain networks of business contacts in and beyond the organisation who may contribute to success
• Promote the Firm’s values and beliefs, demonstrate integrity and maintain an ethical stance and show flexibility and commitment
• Displays professional customer service ethos in everything they do
• This role requires flexibility including some evening or weekend work where required to support project activity as well as visiting office locations as required or requested
• Positive and forward-looking individual who wants to work with the business and management team to make a real difference.

Inclusion and Diversity

At Mazars inclusion and diversity are central to our values. We recognise that being an inclusive and diverse organisation makes us stronger as a business. We seek to attract and recruit people who reflect the diverse nature of our clients and communities, regardless of sexual orientation, gender identity, ethnicity, nationality, faith or belief, social background, age and disability. Mazars selects candidates based on skills, knowledge, qualifications and experience.

Meet the recruiter

Suzanne Horford

+44 7823 522395