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
Location: Telford, with 2 days/week in the office
Duration: 6 months
Pay Rate: £447 per day all inc. (PAYE through Umbrella)
Job Description:
- 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.
- A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.
At this role level, you will:
- 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)
Skill Description
Asset and configuration management
- Track, log and correct information to protect assets and components
Level: Working
- 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
IT service reporting
Level: Working
- 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
Ownership and initiative
Level: Working
- 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
Service focus
Level: Working
- Take inputs and establish coherent frameworks that work
Service management framework knowledge
show you have a Level 3 service management framework qualification
Level: Working
- 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
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Service Analyst in Telford employer: eTeam
As a SQL DBA Lead in Manchester, you will join a dynamic team that values expertise and collaboration, offering a supportive work culture where your contributions are recognised. The company prioritises employee growth through mentorship opportunities and continuous learning, ensuring you can advance your skills in a secure and innovative environment. With a focus on performance and security, this role provides the chance to work on enterprise-level database operations while enjoying the benefits of a fully onsite position in a vibrant city.
