Apprentice Administrator / IT Analyst
An overview of the role:
Reporting to the Service Asset & Configuration Manager you will be assigned to the management and processing of all customer requests relating to the provision of IT hardware and software. Management of this aspect of your role will comprise of assessing each customer request to establish firstly whether you are able to satisfy from internal hardware stock or pooled software licenses, thereafter establishing the correct procurement route if external sourcing is required.
Complimentary but no less important to the above will be ensuring that all records pertaining to the provisioning of IT hardware and software are kept current and accurate at all times. This will include updating and regular auditing of the Service Now asset database, along with updating requests, and associated tasks in an accurate and timely manner. Additionally, you will be responsible for utilizing and updating a variety of software licensing portals, key supplier portals and other information channels relating to delivery of the ITAM function.
During the execution of your role you will be instrumental in further developing key relationships with both internal and external partners who contribute to delivery of the ITAM programme
Finally, as the organization continues to evolve through several IT transformation related initiatives such as managed secure desktop, managed print, and the roll-out of our new ITSM tooling, you will be expected to fully support these from the perspective of becoming a 'Champion of Change'. The ITAM Programme fully supports the concept of Continual Service Improvement (CSI) and your contribution to this will be vital in ensuring that IT Service Delivery as a whole continues to improve on the excellent levels of service it provides to the organization as a whole.
Key objectives and responsibilities:
1. Management of all customer request activity within established SLA's.
2. Ensuring that all hardware assets provisioned are adequately tagged when provisioned and recorded accurately within the CMDB.
3. Ensuring that the records associated with all assets transferred or retired are accurately updated in the CMDB.
4. Implementing a software metering schedule to deliver opportunities for the harvesting of under-utilized software licenses.
5. Identifying and accurately recording all cost avoidance opportunities in respect of asset recovery and redeployment.
6. Ensuring that the 'leavers' process in respect of both hardware and software assets is fully maintained and that all hardware assets and related software licenses (subscription and perpetual) are recovered in a timely fashion.
7. Identifying any opportunities for process improvement and following these through to successful conclusion.