Service Delivery Analyst

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The primary purposes of this role are to prepare and distribute a variety of Service Reports for internal and external customers. Provide Root Cause Analysis of service incidents. To work with the Service Desk monitoring and reporting on escalations. Liaising with 3rd party service providers. Key stakeholders of the Continual Service Improvement Plan.

Key Tasks

- Produce and distribute monthly service statistics and reports for internal and external customers.

- Produce daily, weekly and ad-hoc reports as required.

- Perform Root Cause Analysis on service breaches.

- Monitor and report on service desk escalations.

- Monitoring actions and next action dates from service reviews.

- Use analytical skills to investigate service data as required or on own initiative.

- Maintain the CSI register document.

Desired Skills & Abilities

- Strong analytical skills and excellent command of English & Maths.

- Advanced skills in Microsoft Excel.

- Good written and verbal communication skills.

- Qualification in, or good understanding of ITIL.

- Experience or willingness to learn new skills relating to the Company's market offerings.

- Experience in analysing data.

- Ability to think of creative solutions to problems/issues.

- Ability to work within multiple collaborative teams.

- Good organisational abilities.

- Excellent time management skills.

- Display exceptional follow-through, personal drive and the desire to make a difference.

- Familiarity with the IT industry and Public Sector organisations is desirable.