You will play a key role in ensuring efficient handling of support requests, maintaining service quality, and supporting ongoing service operations across multiple regions and clients., Case Management & First-Line Support
Responsibilities
- Perform case triage and assignment for incoming support requests
- Raise, update, cancel, and resolve cases on behalf of customers where required
- Carry out case updates based on input from Consultants or Service Delivery Managers
- Update both internal and client tools with relevant case information
- Support proposed case quality checks (e.g. case age, estimate approvals, exceeded estimates)
- Manage portal user creation
- Provide user access, including coordination with IT for license provisioning
- Deliver user administration services
- Monitor support mailbox and action requests accordingly
- Coordinate with internal IT teams and stakeholders where dependencies exist (e.g. licensing, access provisioning)
- Attend weekly, monthly and quarterly client reviews as required
- Attend internal team meetings and contribute to service updates and actions
- Strong understanding of incident and case management processes
- Ability to prioritize and handle multiple requests across varying workloads
- Excellent communication and stakeholder coordination skills
- High attention to detail and ability to follow structured processes
- Previous experience in a Service Desk / IT Support / Helpdesk role
Requirements
- Experience with ticketing systems / support portals will be considered as an advantage
- Previous experience with CRM systems will be considered as an advantage
- Ability to support multi-region operations
- Flexible approach to workload based on incoming request volumes
- Security clearance eligibility
- Open for traveling to customer location, when needed
Company overview
Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Inner Circle and Cloud Services partner, specialising in end-to-end transformation. We build services that are user centred and accessible, designed by our brilliant agile teams, capable of harnessing the power of the latest technologies.
Capabilities
Our capabilities include Microsoft Dynamics 365, Power Platform and Azure, Application Modernisation, Modern Data Platform, Performance & Analytics, Fraud and Error, Grants, User Centred Design, Accessibility and Agile DevOps.
Culture & values
Be part of our Hitachi family We place value on collaboration, open communication, and transparency. We emphasise the importance of team spirit, cohesion, and appreciation - And through our talented people, innovative culture, and technical and business expertise, we deliver game changing outcomes every day. Our learning culture and flat hierarchy are our recipes for success. But don´t take our word for it - Have a look at what our employees are saying: Hitachi Solutions: Recruiting the best talent and offering outstanding career opportunities (hitachi-solutions.co.uk) Diversity and Inclusion at Hitachi Solutions Diversity is the wellspring of our innovation, and we believe that creativity is fuelled by inclusivity. Our collective success is achieved by fostering and respecting our employees' and customer's individualities coming together as One Team. Hitachi strives to create an environment not only where genders, races, cultures, sexual orientations, and identities can work together, but where the beliefs and views of those participating feel equally represented. You can read more about Hitachi's mission and values here: hitachi-solutions.co.uk
Benefits
- Hitachi Solutions offers competitive compensation packages (incl. bonuses), pension and benefits plans.
- Work/Life balance is an essential part of our culture, and all our employees are home workers, although you will be expected to come into our or customer's offices regularly.
- We operate a comprehensive career development programme that includes mentoring and training plans to ensure that you will continue to grow and develop your career at Hitachi.
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Service Desk Analyst in City of Westminster employer: Hitachi, Ltd.
Hitachi Solutions Europe is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation. With a strong focus on employee growth, we provide ample opportunities for professional development in the rapidly evolving field of cloud technology. Our hybrid working model allows for flexibility while ensuring that our team members are supported in their roles, making it a rewarding environment for those looking to make a meaningful impact.
