My Client is a global technology solution provider who is based in Livingston but is moving to Glasgow in the next few months. My client is looking for a Graduate Service Analyst to join their team. This is an ideal opportunity for a business/technology degree graduate or 1st Line support candidates looking to have a career in service management in a passionate and driven technology company.
Providing a range of tailored infrastructure and networking solutions to their customers is the key focus. They pride themselves on having a strong team culture where with a collaborative effort, they deliver the best in quality service to their customers, striving to increase our footprint within the technology space and increase the opportunities available to them.
As part of the team you will be involved in helping to ensure continued growth for the organisation, support continuous improvement and establishing my client as a key player in the IT world.
Position Description
This role is working within the Service Management Team, whose primary function is to ensure operational service levels are achieved in agreement with a number of different clients. The overall responsibility of the team is to ensure that the 24/7 operations, services and solutions run smoothly and adhere to appropriate SLA's. Also ensuring that clients' expectations are met and managed.
Reporting to the Operations Lead, the Service Analyst ensures all incidents and IMACs across all customers are handled correctly and delivered within the customers SLA. The Service analyst will be responsible for escalating any potential breaches of SLA to the Operations Lead. Additionally the Service Analyst will be responsible for other service activities such as raising changes, producing reports etc.
Role Responsibilities
- Be responsible for producing weekly / monthly service dashboards highlighting service levels and operational activities through analysis of stats for all clients.
- Regular reviews throughout the day of incident tickets to ensure adherence to customer SLAs
- Escalation to Operations Lead of any cases that are at risk of breach or could impact customer satisfaction
- Raising changes and following them through the change approval process for all customers
- Updating internet with service and support documents as per requested by members of the team
- Adding Planned Maintenances on the intranet calendar to ensure visibility through
- Maintaining and updating client asset inventories through information received from the team
- Issuing required Daily Health Checks reports to clients
- Ensuring all daily, weekly, monthly health checks are carried out by the team and the information recorded correctly
- With the Operations Lead, carry out analysis of service improvement opportunities
- Involvement in service reviews on a monthly/quarterly basis
- Working with the Operations Lead and the Service Managers to ensure customer satisfaction in the delivery of our service
- Regular client communication
- Develop and maintain a good working relationships across the team
Required knowledge, skills and attributes
- Experience in a service environment ideally within Technology industry
- Working in line with Best Practice in complex environments and within tight time constraints
- Management of effective and timely problem resolution
- Drive and energy to achieve desired results and required service improvements
- Understanding and managing customers' expectations
- Good customer relationship management
- Excellent prioritisation and communication skills
- Ability to document and write required reports
- Ability to communicate in a clear, concise, understandable manner and to listen to direction and requests from team members
- Knowledge of Service Delivery and Service Support disciplines defined by ITIL would be advantageous.
To apply for this position, please send your CV to rbaxter@weareninetwenty.com or call 07796110273 for immediate consideration.