Service Analyst

Experis (Austria); Telford; Hybrid; GBP 73,000 - 96,000; Full time

Job summary

Capgemini is seeking a Senior Service Desk Analyst in Telford, with a 6-month contract and a daily rate of £460. The role involves monitoring inbound calls, supporting resolution, and coaching analysts. The assignment requires BPSS clearance and offers a hybrid work pattern with 2 days in the office.

Responsibilities include owning the service desk script, developing analysts, and ensuring availability. The Civil Service grade alignment is EO/HEO levels, and the posting is for a UK public sector

Qualifications

• Asset and configuration management awareness with ability to track information to protect assets and components.
• Continual service improvement: identify opportunities and support implemented solutions.
• Customer service management: resolve user requests and handle complex complaints with empathy.
• IT service reporting: produce reports and discuss changes in reporting processes.
• Ownership and initiative: own issues until resolution.
• Problem management: investigate problems and contribute to remedies and preventative measures.
• Service focus: establish coherent frameworks based on inputs.
• Service management framework knowledge: awareness of Level 3 framework.
• Technical understanding: high level understanding of the domain.
• User focus: engage with users to turn needs into outcomes.

Responsibilities

• Monitor inbound calls, support service resolution and handle difficult calls.
• Own and update the script for service desk analysts.
• Coach and develop one or more service desk analysts and manage availability.

Skills

Asset and configuration management

Continual service improvement

Customer service management

IT service reporting

Ownership and initiative

Problem management

Service focus

Service management framework knowledge

Technical understanding

User focus

Job description

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