About the role
We are looking for an IT Senior Service Operations Analyst to join us on a 6 month secondment to advise on, own and manage internal customer IT queries, incidents and requests through to resolution in accordance with NFUM Policies, Procedures, Service Level Agreements (SLAs) and Customer Service Standards.
You will:
- Evaluate and report IT Service Performance trends and coach and train IT Service Delivery teams to reduce queries and customer impact and deliver continuous improvement through a consistent approach and effective knowledge transfer of IT services, procedures, systems and tools.
- Respond, assess and record internal customer IT queries, incidents and requests in accordance with IT Service Desk policies and procedures.
- Train, coach and advise colleagues and internal customers on IT systems and processes, and resolve escalated queries from team members to ensure consistency and improve first contact resolution, reduce queries and customer impact.
- Monitor, analyse, report and interpret IT Service performance data, identify and evaluate trends, escalate discrepancies and propose areas for improvement.
- Coach and develop IT Service Delivery team members and implement and track progress of quality training plans, development activities and skills matrix for IT Service Delivery teams.
- Drive, oversee and contribute to the development and maintenance of the IT Service Delivery Knowledge Base, applying Information Technology Infrastructure Library (ITIL) principles, so that it is accurate and user friendly.
- Identify and assess trends for re-occurring IT Incidents and contribute to the investigation of IT problems in liaison with IT Problem Management; to reduce impact and disruption to our business.
- Review IT Service Desk policies and procedures to continue to develop and improve the service to reduce queries and customer impact.
- Deliver short term / one-off projects and activities as required by and to the standards and outcomes agreed with your line manager.
About you
- Experience in a telephone based customer service environment is required
- Providing customer IT support is required
- People Coaching/mentoring experience is required
- People and/or task management experience is desirable
- Financial Services (in particular insurance) experience is desirable
- Analysis/troubleshooting skills are desirable
- The Information Technology Infrastructure Library (ITIL) Foundation v3 is required
- ITIL Intermediate: Service Operations is desirable
Further information
This role is a Level 3 which includes an annual bonus of up to 10% and 25 days holiday
The hiring manager is Daniel Hemming
The recruiter looking after this vacancy is Jason Batts
IT Senior Service Operations Analyst - 6 month secondment employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
