IT Service Analyst

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IT Service Analyst

A FTSE 250 engineering organisation based in Bristol are looking for an experienced IT support professional to join them as a Service Analyst. You will be ensuring that IT services are being delivered in line with the needs of the business and to ensure that IT services are used to their maximum potential by the user community.

Overview

* Support the delivery of the Business Service Management Strategy in line with the needs of the organisation

* Provide service support across the engineering, training and asset management capabilities and all IT capabilities.

* Ensure the queue for Work Orders and Incidents is managed in line with the expectations of the business and within Service / Operational Level Agreements (SLAs and OLA's)

* Support the IT team to ensure that IT and IS services are continually optimised within defined SLAs and OLA's

* Provide support for the Service Delivery Manager

* Establish key relationships across the business and within the IS Service Delivery function i.e. transition, customer services, service review, end user and reporting, to ensure effective and responsive issue resolution

Key Skills

* Knowledge of ITIL and its implementation

* Experienced in working with Service Desk tools or similar workload management products

* Previous experience in a customer service/ technical role.

* Competent with MS Office suite

* Experienced in the production of high quality reports/ dashboards or similar

* Broad experience of acting as a Point of Contact for all service related questions

* Background of operating in Support Services/ Outsourcing industries

* Experience of ownership of key user issues/ problems and the ability to follow up escalations

* Driving Licence

* Security Cleared (desirable) or ability to attain

Benefits