At a Glance
- Tasks: Manage IT support tickets, collaborate with teams, and drive service improvements.
- Company: Dynamic company focused on innovative service delivery.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a supportive team that values learning and development.
- Why this job: Be the go-to person for solving real business challenges and enhancing user experience.
- Qualifications: Strong communication skills and a knack for problem-solving.
The predicted salary is between 36000 - 60000 € per year.
Area
Responsibilities
BAU/ 2nd line support (ITSM Tickets & queues)
- Reviewing, triaging and managing support tickets.
- Working with internal teams and our support partners to resolve and clearly communicate updates with business users.
- Review ITSM support queues daily, drive down backlog and aged of tickets.
- Review ticket quality – ensure all mandatory fields are filled in.
- Ensure clear ways of working and efficient approach to help tackle the backlog
- Understand business users needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the business
- Establish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changes
- Set and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up process
- Partner with wider technology teams and be aware of and input into other changes
- Understand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes as a whole.
Ways of working with external partner(s)
- Understand suppliers support contract & SLAs.
- Holding suppliers accountable to the agreed SLAs
- Attend weekly/ monthly service reviews, be the first line of contact for suppliers
- Escalating and communicating (as appropriate) where delivery doesn’t meet expectations/support model or where risks are impacting innocent business.
- (if required) Regular meetings/communication with vendors for outstanding actions on tickets/changes
- Monitor/evaluate supplier performance.
Service performance
- Create daily, weekly, monthly, annual reports
- Create dashboards
- Review ITSM queues daily
- Daily communication with business and users
Service Improvements & Documentation
- Identify opportunities for improvements
- Create self help guides for users
- Create process documents
- Create knowledge articles
- Create process documents
- Create reports to identify ‘top hitters’ – identify how to drive them down from source
- Reviewing and improving the internal process for prioritising tickets
Knowledge & Growth
- Open to learning new skills & systems (such as D365 & EDI)
- Demonstrate ability to apply acquired knowledge
- Continuously consider growth and learning plans
Service delivery analyst in Coventry employer: BOSS ERP Consulting
As a Service Delivery Analyst, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your contributions are valued, and you will have access to ongoing training opportunities to enhance your skills. Located in a vibrant area, we offer competitive benefits and a commitment to work-life balance, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service delivery analyst in Coventry
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and be ready to discuss how your skills align with their needs. Practise common interview questions and think of examples that showcase your problem-solving abilities.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and interested.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Service delivery analyst in Coventry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Delivery Analyst. Highlight your experience with ITSM tickets, support queues, and any relevant tools you've used. We want to see how your skills match up with what we're looking for!
Showcase Communication Skills:Since you'll be the 'go to person' for various issues, it's crucial to demonstrate your communication prowess. Use examples in your application that show how you've effectively communicated updates or resolved issues with stakeholders in the past.
Highlight Problem-Solving Abilities:We love candidates who can think on their feet! Share specific instances where you've triaged support tickets or improved processes. This will show us that you can handle the fast-paced environment we thrive in.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining the StudySmarter team!
How to prepare for a job interview at BOSS ERP Consulting
✨Know Your ITSM Inside Out
Make sure you’re familiar with IT Service Management (ITSM) concepts and tools. Brush up on how to triage and manage support tickets effectively, as well as the importance of filling in all mandatory fields. This will show that you understand the role and can hit the ground running.
✨Showcase Your Communication Skills
Since this role involves a lot of communication with business users and stakeholders, prepare examples of how you've successfully communicated updates or resolved issues in the past. Highlight your ability to set and manage expectations clearly, which is crucial for building trust.
✨Demonstrate Your Problem-Solving Ability
Be ready to discuss specific instances where you’ve tackled a backlog or improved ticket quality. Think about how you prioritised tasks and managed your time effectively. This will illustrate your capability to juggle multiple issues while keeping the business needs in mind.
✨Emphasise Your Willingness to Learn
This role requires an openness to learning new skills and systems. Share your experiences of picking up new technologies or processes quickly. Mention any relevant training or self-help guides you’ve created, as this shows initiative and a commitment to continuous improvement.
