Digital Support Analyst — Incident & SLA Specialist

100 Stagecoach Services Limited

Stockport

On-site

GBP 32,000 - 42,000

Full time

7 days ago

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Job summary

Stagecoach Technology is seeking a bright and enthusiastic Digital Support Analyst to join our Manchester city centre team. You will provide technical and functional support for the digital systems with minimal supervision, and contribute to continual service improvement.

In this role you will manage incidents and requests end-to-end, work with analysts and developers to resolve defects, and ensure SLAs are met.

Qualifications

Customer-focused and service-oriented approach.
Excellent written and verbal communication.
Ability to explain technical concepts to non-technical stakeholders.
Keen to learn and expand technical knowledge.
Good time management and delivery focus.
Experience logging calls and resolving issues.
Understanding of operating and delivering under SLAs.
Strong analytical and problem-solving skills.

Responsibilities

With minimal supervision, perform support activities in line with SLAs and best practices for Incident and Problem management.
Own and manage incidents and service requests to resolution, including analysis and fault diagnosis.
Coordinate with Business Analysts, QAs and Development to progress defects promptly.
Liaise with internal and external stakeholders to capture and prioritise issues and enhancements.
Support the service transition of releases into Business As Usual.
Create and maintain operational and user documentation and training materials.