Service Analyst

Experis (Austria); Shrewsbury; Hybrid; GBP 72,000 - 98,000; Full time

Job summary

Experis is seeking a Service Analyst to join our Digital Platforms Run and Change team in the UK. The role focuses on senior service desk activities, overseeing scripts for analysts and guiding one or more analysts while ensuring coverage and quality of service.

The position involves a 6-month contract in Telford, with a mix of on-site and remote work. A BPSS clearance may be required and the daily rate is £460.

Qualifications

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts, and manage availability.
• Identify process improvement opportunities and contribute to their implementation.
• Resolve user requests, maintain high customer service, and handle complex complaints.
• Produce relevant IT service reports and discuss reporting changes with stakeholders.

Responsibilities

• Monitor inbound calls and support operators in service resolution.
• Intervene in difficult calls and ensure timely resolution.
• Support the team to maintain service levels and performance metrics.
• Contribute to continual service improvement initiatives.
• Collaborate with stakeholders to communicate data insights.

Skills

Service desk

Incident resolution

Customer service

Problem management

IT service reporting

Tools

ITIL

Job description

Job Title: Service Analyst

Rate: £460

Clearance Required: BPSS

Duration: 6 months

Location: Telford with 2 days/week in office

IR35 Status: Capgemini Mandated PAYE only

Job Description

Description and Location

Digital is focused on helping the client engage with citizens. Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart.?

Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all. By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.?

Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable the client customer facing services, and others that also create and manage their own end user digital customer journeys?.

Senior service desk analyst

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

• own and update the script for service desk analysts
• coach and develop one or more service desk analysts, and manage availability

This role level is most often performed at the Civil Service job grade of:

• EO (Executive Officer)
• HEO (Higher Executive Officer)

Skill Description

Asset and configuration management

Level: Awareness

You can:

• track, log and correct information to protect assets and components

Continual service improvement

Level: Working

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Customer service management

Level: Practitioner

You can:

• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs

IT service reporting

Level: Working

You can:

• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others

Ownership and initiative

Level: Working

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: Awareness

You can:

• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures

Service focus

Level: Working

You can:

• take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: Awareness

You can:

• show you have a Level 3 service management framework qualification

Technical understanding

Level: Awareness

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

User focus

Level: Working

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes