- IT Service support, application support, project work, BAU
- Identify areas for improvement, and implement effective solutions
Client Details
An organisation in the Pharmaceuticals industry are looking for a IT Service Analyst- join their site in Chessington, Surrey/ SW London on a hybrid basis (3 days p/week on site, 2 days p/week working from home).
Description
The successful candidate for the IT Service Analyst- Pharmaceuticals Sector role based in Chessington will fulfil the following responsibilities:
- Interacting with customers on the Telephone, email, face to face and via Service Now.
- Respond promptly and resolve service requests, ensuring they are resolved within agreed priority SLAs.
- Maintain regular contact with customers to provide updates on the progress of their tickets.
- Take full responsibility for Incidents that are assigned to you, ensuring the user is consistently updated and working towards a prompt resolution. Even if the incident has been dispatched to another resolver group, as the service support analyst, you retain ownership of the incident.
- Create and update documentation and Knowledge Articles for assigned apps, services, and products to become a Subject Matter Expert.
- Collaborate with senior stakeholders from teams such as Service Excellence, Service Transition, Application Solutions, and Architecture.
- Occasionally contribute to projects by sharing knowledge, providing input, and updating the wider Service Management team with the Service Management requirements.
- Assist Service Transition in introducing new services into business-as-usual operations.
- Contribute to Major Incident (MI) Management processes by providing input when required alongside the Major Incident Manager.
- Ability to coordinate escalations from users regarding an incident and manage major incidents with our dedicated major incident team.
- Follow a rotating shift pattern between 7 am - 8 pm Monday to Friday.
- On-call responsibilities requiring being available between 8pm and 8am Monday to Sunday.
Key Dimensions:
- Resolving a minimum of 50 incidents per week.
- Adhere to the Rota and 8x8 guidelines.
- Take clear instructions from the Head of Service Delivery
- Incidents kept up to date no longer than 48 hours.
- Regular communication with end-users to avoid any escalations to the service excellence team.
Additional Information:
- 3 days a week in the office.
- On-call responsibilities.
- Support team members and make sure you respond promptly to any group or individual Team chats.Travelling to other sites may be required.
- Prioritise customer satisfaction as the primary focus in all aspects of the role.
- Demonstrate an aptitude and eagerness to learn new technologies and develop comprehensive end-to-end knowledge.
- Possess exceptional written and verbal communication skills.
- Show a commitment to continuously expand, maintain, and enhance knowledge.
- Work effectively as part of a team, fostering collaboration and striving for service improvements.
- Display flexibility to work on a rotating shift pattern between 7 am - 8 pm.
- Exhibit strong organisational skills and a practical, logical, analytical approach to problem -solving.
- Pay meticulous attention to detail in all tasks.
Profile
To be considered for the IT Service Analyst- Pharmaceuticals Sector contract role the candidate must present evidence of the following:
Knowledge, Skills and Experience Required:
- At least 3 years in a Technology Support role. These could be Service Support Analysts (with the technical capability of 2nd-line support).
- Strong skills in basic network troubleshooting to understand users' issues and steps that need to be taken.
- Microsoft 365 administration and user support.
- Hardware support and troubleshooting.
- Familiarity with ITSM tools.
Essential Requirements:
- ITIL foundation (v3 or v4).
- Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management.
- Solid experience using ServiceNow.
- Microsoft Certification.
Job Offer
- Full time permanent contract.
- Salary range £40,000- 45,000 DOE.
- 3 days p/week on site in Chessington, 2 days p/week working from home.
Some of the benefits package:
- Up to 5% bonus company and personal performance.
- Pension 2:1 up to a max of 6% employee input.
- 25 days annual leave plus bank holidays.
- Access to 'perks at work' for retail discounts.
- EAP access via Compsych.
- 2 x volunteer days.