Description
Service Analyst
Location: Warrington
Duration: 3 months
IR35: Inside
EXCLUSIVE OPPORTUNITY: Intelligent Resource is currently recruiting for Service Analyst to join one of their key project teams in Warrington.
On client's instructions, due to the urgency, nature and length of the assignment, the successful candidate must have current security clearance to a high level.
The post holder will work through Intelligent Resource 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
Working as part of a team of analysts and administrators across a range of contracts to specific service level agreements.
Key Responsibilities
- Manage and take ownership of all change/problem/incidents.
- Investigate problems, according to impact, through to resolution or error identification.
- Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
- Assist with the handling of MI - Major Incident and identifying the root cause.
- Review all implemented changes/problem/incidents to ensure that they have met their objectives.
- Analyse change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.
- Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
- Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.
- Schedule and attend meetings according to the process and Governance Structure.
- Identify any areas of difficulty or areas for improvement providing a quality service to the customer.
- Review the processes and make recommendations for improvements.
- Liaise with all necessary parties (including external 3rd parties) to co-ordinate
- Change building, testing and implementation in accordance with customer's schedules.
- Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.
Essential Skills
- Knowledge of ITIL service management processes and practices
- Knowledge of Incident Management, Problem Management and Change Management Processes
- Recognized ITIL Foundation Computer Sciences Certificate or equivalent
- Experience and knowledge of MS Office packages (at intermediate/advanced level), Lotus Notes and SMS or equivalent
- Experience of working on a helpdesk in an IT environment
Desirable Skills
- Microsoft MCP qualified or equivalent
- Experience within service level agreements
- The Service Analyst will have good working knowledge of the latest developments and future strategy for their area, and an awareness of its application within past and present Sopra Steria engagements
- Good working knowledge and experience of associated service management tools, techniques and methods within their area
- Demonstrable experience of working as a Service Analyst on small to medium service management environments
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.