Description
Senior Service Analyst - SC cleared
Location: Wiltshire
Duration: 3 months
EXCLUSIVE OPPORTUNITY: Intelligent Resource Ltd is currently recruiting for a Senior Service Analyst.
On client's instructions, due to the urgency, nature and length of the assignment, the successful candidate must have current security clearance to SC level.
The post holder will work through Intelligent Resource Ltd for Sopra Steria, a European leader in digital transformation, providing one of the most comprehensive portfolios of end-to-end service offerings on the market: consulting, systems integration, software development, infrastructure management and business process services.
Role Overview
Provide a primary focal point of contact for customers to report incidents, problems, make enquiries or request support in relation to services provided. Working as part of a team of analysts across a range of contracts to specific service level agreements.
Key Responsibilities
- To act as the primary focal point for customers to communicate all incidents, problems and requests relating to services.
- Manage incidents and problems though their full life cycle to a satisfactory resolution. Resolve as many incidents, problems and requests as possible at the first call. Record accurately and fully all calls on the incident/problem management system. This should be in accordance with the latest version of Operational Procedures.
- Monitor and progress all incidents and problems through to completion. This includes observing the use of severity codes, ensuring that calls are appropriately escalated in accordance with the contracts service level agreements.
- Liaise between Sopra Steria support teams, customers and third-party suppliers to ensure effective communication. Providing customers with accurate and timely feedback on the status of incidents, problems and requests, demonstrating customer service excellence at all times
- Maintain accurate, complete and up-to-date documentation on Service Desk operational procedures for each business area using the Service Desk.
- Identify any areas of difficulty or areas for improvement providing a quality service to the customer.
- Chair Cab and E/CAB - Change Advisory Board and Emergency CAB/Chair Problem Review meetings with Customer, facilitate and distribute minutes.
- Ensure standardized methods and techniques are used for the preparation, building, testing and implementation of changes to meet Service Levels and prevent change-related incidents.
- Manage the production of internal communication to ensure regular management reports.
- Provide technical expertise to others in the team.
- Key member in the team; promotes teamwork and guides others.
Essential Skills
- Microsoft MCP qualified or equivalent
- Experience of working on a helpdesk in an IT environment Experience on working within service level agreements
- ITIL knowledge
- Recognized ITIL Foundation and ITIL Change/Problem Practitioner qualification
- Computer Sciences Diploma or equivalent
- Sound knowledge of the latest developments and future strategy for their area, and an awareness of its application within past and present Sopra Steria engagements
- Sound knowledge and experience of associated service management tools, techniques and methods within their area
Desirable Skills
- Demonstrable experience of working as a Senior Service Analyst on medium to large service management environments
- Experience and knowledge of MS Office packages (at advanced level), Lotus Notes and SMS or equivalent
- Knowledge of Service Desk Systems (HP Service Desk, HP Openview and associated tools)
Intelligent Resource is a wholly owned company within Resource Solutions Group (RSG); an experienced and well established recruitment partner with a family of recruitment companies.
Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.
Should you choose to contact Intelligent Resource regarding this role or apply for it, all personal data you submit to us will be processed in accordance with our Privacy Notice which you can find on our website.