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ICT Specialist (Service Delivery) at NES Fircroft

ICT Specialist (Service Delivery)

NES Fircroft London Full-Time
Our client, an oil and gas operator, requires an ICT specialist to be based in London on a long term contract.


To act as part of a small multi-skilled and integrated ICT Department, which incorporates an in-house service development function and an outsourced operations function. The Senior ICT Specialist will assist in the delivery of ICT systems and services to all user Departments within, working closely with the outsourcer and end users. The Senior ICT Specialist will be expected to have a general familiarity with all user Departments so that mission-critical facilities may be sustained under almost all circumstances.

Key responsibilities cover the following areas:

•           To monitor, analyse and report upon the Change Management, IMAC, and Help Desk systems to ensure that the business needs for ICT services are met within agreed service levels, initiating remedial action when necessary.
•           To maintain the company's mobile communication estate, configuring devices using MDM and troubleshooting issues.
•           Assist in the support of the company's video conferencing systems and meeting room services.
•           To assist in the support of the company's local and wide area network infrastructure and associated services.
•           To work closely with the outsourcer to ensure needs are understood clearly and delivered in line with existing service level agreements.
•           To help to guarantee the security, coherence and consistency of the ICT environment and participate in its development and enhancement.
•           To assist the entire user community to obtain maximum benefit from ICT.
•           To assist in ensuring that ICT systems and services adhere to all compliance requirements e.g. Law 231, Sarbanes Oxley GCC & ICT MSG

Main Accountabilities and Responsibilities:

Development Process
•           To work with colleagues to develop workable ICT solutions with the relevant part(s) of the business.
•           To work closely with project teams to co-ordinate solution hand-over into the Production environment, ensuring all parties are informed.
•           To produce solution documentation and operating standards for transfer of systems to the Outsourced Service Provider as part of their on-going support portfolio.
•           To implement ICT solutions using the Project management procedure where appropriate.

Sarbanes Oxley Act Governance
•           To assess the effectiveness of system controls and general computer controls to ensure that transactions are properly authorised, system access is appropriate, and a proper segregation of duties exists in the ICT environment
•           To analyse data obtained for evidence of deficiencies in controls, duplication of effort, or lack of compliance with laws, government regulations, and management policies or procedures.

Service Delivery
•           To provide support and advice to users, managers and team leaders in order to optimise the delivery of ICT services
•           Assist with the development & implementation of the Service Improvement Plan
•           Interface with the outsourcer and to approve and progress changes.
•           Interface with the outsourcer to evolve and improve the helpdesk service.
•           Monitor and analyse trends within the Change Management, IMAC & Helpdesk systems with a view to reducing the number of calls and identifying problems.
•           Assist with the analysis of service delivery performance in relation to agreed SLAs & KPIs
•           Expedite the resolution of outstanding calls, perform escalations and assist with dispute resolution where necessary.
•           Undertake incident/problem management

•           To monitor emerging technologies and work with ICT and corporate colleagues to develop proposals for implementation in the UK as appropriate.
•           To assist in the notification/communication of ICT changes to all relevant parties.
•           To support the resolution of cyber security known vulnerabilities.
•           To contribute to overall systems and information architecture planning.
•           To respond to enquiries from users, specialists and others throughout ensuring appropriate advice and support is provided.
•           To communicate in a professional, clear & concise manner at all times.
•           To assist with the delivery of services for resident and visiting VIPs
•           To ensure adherence to the Company's Health, Safety & Environment policies, procedures and standards.
•           To fully comply with Code of Ethics, Law 231 principles and MSG's

Education & Professional Qualifications:
•           Degree preferable
Required Experience and Technical Competencies (relevant experience and technical skills):
•           Wide, relevant and detailed knowledge of hardware/software/systems in a complex Windows networked environment. Some knowledge or previous exposure to ITIL and Prince 2 methodologies would be beneficial.
•           Experience in project management, business & technical software and business analysis.
•           Relevant experience working in an environment with outsourced IT services.
•           Wide, relevant and detailed knowledge of local area and wide area networks for both voice and data communications would be beneficial.
•           Previous energy industry experience would be beneficial.
Behavioural Competencies:

•           Demonstrate Model of Excellence
o          Sharing of Knowledge & Know-how
o          Courage to change
o          Teamwork
o          Passion
o          Setting an example
•           Adaptability, good communication and interpersonal skills are essential. 
•           A business focus, a desire to drive down costs and improve efficiency and a “can-do” attitude are required. 
•           Must be flexible to meet conflicting priorities and urgent requirements
•           Continue to sell the benefits of change, and influence others to co-operate with the change programme via effective communication
•           Demonstrate team ethic and work towards improving the overall performance of the team within the support environment

Working Conditions (working conditions and additional information, e.g. working hours or mobility requirements):
•           May be required to take part in an operational duty rota to provide 365 day x 24 hour operability cover for mission-critical systems e.g. drilling activity.
•           May be required to spend brief periods at other offices/site in UK, Milan or other foreign location.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Infrastructure, Life Sciences, Mining, Automotive and Chemicals sectors worldwide.With more than 100 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.


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Job ID: BH-218836