Service Management Analyst

Deutsche Bank; Birmingham; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading banking institution in Birmingham is seeking a Service Management Analyst to support global operations in Voice & Collaboration and Endpoint Management. This role offers a hybrid working model, a competitive salary, and extensive benefits such as 30 days’ holiday and support for personal development. Candidates should have a relevant degree and experience in customer service and incident management.

Benefits

Hybrid Working

Competitive salary

30 days' holiday

Life Assurance

Private Healthcare

Flexible benefits

Qualifications

• Experience in coordinating routine production activities.
• Familiarity with a variety of end-user platforms.
• Industry-recognized technical certification preferred.

Responsibilities

• Provide timely customer service to end users.
• Manage incident and request queues within KPIs.
• Identify trends in issue reporting to propose solutions.

Skills

Customer service orientation

Problem-solving

Incident management

Process improvement

Education

Bachelor’s degree in IT or Computer Science

ITIL V3 foundation certification

Tools

Win10

SCCM

Avaya Communications Manager

Exchange Online

Office 365

Job description

Overview

Job Title Service Management Analyst

Location Birmingham

Corporate Title Associate

This position is to become a member of the Global Monitoring & Stability team within Voice & Collaboration and Endpoint & Device Management. This is a 24x7 L2, follow the sun operations team supporting multiple products including Desktop, Email, Enterprise Voice, Mobility, Security, App Deployment and Unified Communications.

Adhering to Information Technology Infrastructure Library (ITIL) Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement.

This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison and Process management.

What we’ll offer you

A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre.

You can expect:

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days’ holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year

Your key responsibilities

• Ensure that team members provide timely and considerate customer service to end users
• Quickly and efficiently addressing any customer escalation
• Investigating and quickly resolving problems
• Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs
• Analyse and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures

Your skills and experience

• Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline or equivalent work experience
• Industry recognised technical certification or equivalent
• ITIL V3 foundation certification (preferred)
• Experience in coordinating routine production activities and supporting complex application and infrastructure domains
• Practical experience supporting technical end-user platforms such as: Desktop Operating System and supporting technologies (Win10, SCCM), Avaya Communications Manager, Session Initiation Protocol, NICE NTR Voice Recording, Exchange Online, MS Teams, Office 365

How we’ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us

Deutsche Bank is the leading German bank with strong European roots and a global network. See what we do.

Deutsche Bank in the UK is proud to have been named in The Times Top 50 Employers for Gender Equality 2024 for five consecutive years. Additionally, we have been awarded a Gold Award from Stonewall and named in their Top 100 Employers 2024 for our work supporting LGBTQ+ inclusion.

If you have a disability, health condition, or require any adjustments during the application process, we encourage you to contact our Adjustments Concierge on [e-mail] to discuss how we can best support you. Alternatively, you can share your phone number, and a member of the team will be happy to call you to talk through your specific requirements.

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.