Service Analyst

Project overview

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you.

Job Title: Service Analyst

Project details

Telford, with 2 days/week in the office

6 months

£447 per day all inc. (PAYE through Umbrella)

Job Description:

At this role level, you will:

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

show you have a Level 3 service management framework qualification

Technical understanding

User focus

If you are interested in this position and would like to learn more, please send through your CV and we will get in touch with you as soon as possible. Please note, candidates are often Shortlisted within 48 hours.

• Digital is focused on helping 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 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.
• Own and update the script for service desk analysts
• Coach and develop one or more service desk analysts, and manage availability
• This role level is most often performed at the Civil Service job grade of:
• 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 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