Service Analyst

HPCareers Ltd; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A digital services firm in Leeds is looking for a Digital Service Analyst to support their Digital Service Delivery Team. This role involves monitoring service transactions, managing issues, and liaising with customers. Candidates should have at least two years of experience in a similar role and knowledge of ITIL processes. This position offers a potential career path towards becoming a Service Manager.

Qualifications

• Two years relevant Service Analyst experience.
• Knowledge of ITIL service lifecycle, ideally ITIL Foundation certificate.
• Understanding of technologies including .NET, SQL, HTML support.

Responsibilities

• Monitor and manage service transactions to meet service targets.
• Challenge and escalate failures in process or performance.
• Liaise with business customers and internal escalations.

Skills

Service Management

ITIL knowledge

Monitoring service transactions

Tools

.NET

SQL

HTML support

Job description

HPCareers - The Personal Approach to Search and Selection

HPCareers are now supporting our highly reputable and prestigious Creative Digital Agency client in their recruitment for a Digital Service Analyst. This role will join the Digital Service Delivery Team to support services across the entire Service Delivery lifecycle, leading or assisting with Incident / Problem / Change and Configuration Management, as well as Service Reporting, Service Improvement and other service processes.

This is primarily a Service Management role, and there is no requirement to undertake technical support directly. However, an understanding of technologies including .NET, SQL, HTML support, and/or data centre technologies will be beneficial. This role has the potential to develop into a Service Manager.

Accountabilities

• Monitoring and management of service transactions to meet service targets
• Challenging/escalating failures in process, or unsatisfactory performance
• Liaising with the business customer and/or internal escalations as appropriate
• Participating in wider aspects of Service Delivery, e.g. attending the Change Advisory Board (CAB), Project Handover meetings, Major Incident bridges, Problem post-mortems; assist with management and delivery of code releases, maintenance windows etc.
• Ownership of service improvement items, e.g. problem tickets, changes, challenges to processes etc.
• Dealing with challenging and conflicting priorities
• Leading Service Measurement/Reporting/Improvement, and attending service reviews to provide solutions and recommendations

Job Requirements

• Two years’ relevant Service Analyst experience
• Knowledge of ITIL service lifecycle, ideally ITIL Foundation certificate, or willing to sit this examination quickly
• Knowledge of technologies including .NET, SQL, HTML support