Service Analyst

Project overview

Description:

Job Title: Service Analyst

Project details

£460

Clearance Required: BPSS

6 months

Telford with 2 days/week in office

IR35 Status: Capgemini Mandated PAYE only

Job Description:

Description and Location

Digital is focused on helping the client engage with citizens. Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart.?

Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all. By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.?

Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable the client customer facing services, and others that also create and manage their own end user digital customer journeys?.

Senior service desk analyst

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

This role level is most often performed at the Civil Service job grade of:

Skill Description

Asset and configuration management

Level: Awareness

You can:

Continual service improvement

Level: Working

Customer service management

Level: Practitioner

IT service reporting

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.

• own and update the script for service desk analysts
• coach and develop one or more service desk analysts, and manage availability
• EO (Executive Officer)
• HEO (Higher Executive Officer)
• track, log and correct information to protect assets and components
• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs
• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others
• own an issue until a new owner has been found or the problem has been mitigated or resolved
• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures
• take inputs and establish coherent frameworks that work
• show you have a Level 3 service management framework qualification
• show an awareness of the relevant subject matter and a high level understanding of what it involves
• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes
• Start: ASAP
• Duration: 6 Months
• Location: Telford, UK, GB
• Rate: 50-58 EUR/h