Service Analyst IS - FTC - Remote
Salary: £28,337 - £31,485 per annum
Location United Kingdom - Remote or Hybrid
Job Type: 12 month FTC
Our Non-for Profit client is looking to for a Service Analyst IS to join their growing team.
You will be part of a team that manage all the IT services team mainly focused on managing our outsourced service providers we ensure that the service we provide to our staff and volunteers allows them to function to the best of their ability. As part of this integrated team there is plenty of opportunity to learn and develop new skills.
Service Analyst IS Job Description:
We are looking for an individual who has a passion for delivering excellent service, someone that is eager to learn, someone that is happy getting stuck in to get the job done and someone that is looking for a potential career in Technology either in project management or service management or support. This is not a technical role but you will learn how IT works and how IT is governed within any organisation and you will gain exposure to all aspects of IT. This is an ideal position for someone that is looking for a varied and challenging role with opportunities to make a difference.
This role will work closely with other members of the team to support the day-to-day operational activities across the Technology Directorate, building strong relationships with key stakeholders and bring new and innovative thinking to the IT Services we deliver. Much of the role is administrative in regard to ensuring orders are placed, stocks are maintained, reports are compiled, published knowledge articles are up to date with the other part in managing escalations and ad hoc requests that come into the directorate via shared mailboxes and the IT toolset which provide opportunities for improvements.
The role will also include operational activities and undertaking runbook activities at various regularity as well as providing project support and testing. This function is key to being able to
identify areas for efficiencies and automation and will engage with others to be able to streamline processes.
You will also gain a holistic view of all aspects of running an IT department and gain opportunities for progression from this role will be to a Service Manager, Business Analyst or Project Manager positions.
Service Analyst IS Job Responsibilities:
- Support and work with Service Managers in managing our primary suppliers of IT services to ensure the delivery of services meets the needs of the business and that the contractual obligations and responsibilities outlines in the IT service contract.
- Take responsibility for the perception of IT and the interfaces into the team and provide effective and timely responses to all queries and issues raised with the Service Management, Telecoms and Database Support teams, resolving, allocating tasks or escalating as appropriate always looking at opportunities to improve the service.
- Administer the stock levels for IT hardware, working with external vendors. Conduct administration tasks and input into the development of administrative systems for the Service Management team including raising purchase orders, licencing, asset management, reporting, Changes, request fulfilment, problem management and Reporting.
- Manage complaints and compliments ensuring the positive feedback is relayed correctly and any user complaints are responded to effectively by the responsible individual
- Undertake regular governance activities specifically in relation to Office 365 licencing and other applications.
Service Analyst IS Skills Requiried:
- Previous experience working in an IT customer Service focused
- An understanding of current IT technology platforms with experience of working to the ITIL framework (Incident, Problem, Change) - ITIL Foundation certification desire.
- Experience of writing reports and presentations using MS Office suite, who can interpret and analyse information presented in a variety of formats and can verbally convey information to a range of audiences in a clear, confident way to achieve desired outcomes.
- Methodical approach to problem solving, persistent and calm under pressure.
- A team player – There are many different roles in the technology directorate, but we all support each other to achieve a common goal, it is important that you work well with the wider team.
- Be able to deliver negative feedback effectively, when required.
- To provide a friendly approachable face to the Technology Directorate and able to establish, develop and maintain relationships with a variety of people
- Excellent organisational skills with the ability to organise, plan own work and the work of others to deliver objectives on time.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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