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| Job Location | Halifax, Nova Scotia, B0B |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent |
Responsibilities -Ensuring rapid resolution of incidents and requests with a customer service focusCarry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolutionReduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issuesLiaising with other business and IT Teams, where necessary to implement permanent fixes and solutionsManage business communications relating to your service(s) throughout the lifecycle of any issueSupport the onboarding of new services and customers to ensure smooth transitions into live serviceAssess and compare legacy IT systems, processes, and tools from acquired entities against Davies’ IT landscape.Work closely with business units to understand usability and impact of changes.Work with teams to map existing workflows and identify overlaps/gaps.Evaluate usability concerns when switching legacy systems to Davies’ standards.In periods of low M amp;A activity, contribute to service improvements within the existing BAU support model, Document process refinementsamp; standardization effort.Required Skills -Experience working in a large organisation providing Enterprise IT supportExperience working with ITIL processes for service managementExperience transitioning IT services during M amp;As or organizational change.Familiarity with Incident, Problem, Change, and Release Management processes in an ITSM environment.ITIL V4 foundation (v4 or above)Process mappingamp; workflow optimizationTechnical experience of administration and support of some or all of the following technologiesWindows servers (2016 and above)Windows desktop OS (10 and above)Mobile device management (e.g. Intune)Active Directory / EntraID for user/group managementMicrosoft 365 (Office, Teams, SharePoint, OneDrive)End user devices (laptops, mobile phones, printers)Understanding of LAN/WAN networking and firewalls Preferred Skills -Be an excellent problem solver with proven ability to diagnose and resolve issues.Have good analytical skills, be methodical and accurate and show great attention to detail.Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.Strong relationship-building, and conflict resolution skills, which enable effective teamwork and stakeholder engagement.An excellent attitude towards delivering customer serviceThe ability to confidently engage with customers over the phone, listen and articulate complex information in a clear, approachable and empathetic manner.‘Hands on’ approach and a willingness to learnDemonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.