Service Control Analyst

Are you someone who likes a challenge in your working environment as well as the role you are carrying out? Can you manage a varied workload and successfully deliver on all levels of Service Management? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to deliver a world class Service Management service? If this is your world, this is your opportunity to shape it for the better.

Reporting to the Service Team Lead, the primary objective of the Service Control Centre is to ensure adherence to Best Practice Incident handling within Resolver Groups through positive reinforcement and monitoring, therefore reducing impact to contractual Key Performance Indicators

Role Description

• Ability to deputies for Service Control Team Lead, taking ownership in all aspects of the Team Lead role. Including Port Billing and Working Day 1 reporting.
• Able to take ownership of all processes ensuring that all aspects of the SIAM model are followed across the team.
• Follows, owns, and monitors established processes and implements improvements to these as appropriate to resolve routine customer/stakeholder enquiries, both via telephony and electronically
• Owns relationships and engagement into the OSM and Customer as part of the SIAM model.
• Follows and owns and ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented and followed.
• Owns, utilises, and inputs into standardised Policies, Processes and Procedures and ensures all documentation is up to date and valid.
• Ensures the processes in place are aligned with the contractual requirements.
• Acts as point of escalation for the Service Control Centre and owns management of the processes leading to successful resolution of escalated issues, in the absence of the Service Control Centre Team Lead.
• Assists and being responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Monitors delivery of service levels and meets or exceed customer expectations / SLA.
• Monitors all aspects of Incident Management processes to ensure adherence to best practice.
• Monitor resolution of incidents to agreed service levels.
• Utilising statistical reporting and analysis, monitors performance across all groups.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction.
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Builds and enhances strong stakeholder relationships and acts as an escalation point.
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.
• Ensures process, procedures and work instructions are adhered to by all relevant parties via Service Performance audits and provide regular feedback within the Service Operations environment.
• Works with the Service Control Centre Team Lead and SLM Service Delivery Manager in developing and maintain the core SLM capabilities.

Skills:

• Be able to gain SC level Security Clearance.
• Must have good communication skills, via telephony and electronically
• Ability to learn quickly and under pressure
• Good teamwork skills
• Good knowledge of Microsoft Office, including excel

Desirable – Experience across technologies such as:

• Knowledge of Global Connectivity.
• Knowledge of Port Billing
• Knowledge of KPI’s and calculation
• Working knowledge of CASD toolsets
• Service Request Management

25 Days annual leave plus public holidays (3 flexible)

Pension – Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work – employee discounts

Employee assistance programme/ virtual GP

Recruitment process

The recruitment process consists of one stage of interviews.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.

Achieve together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

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