Job

Service Request Analyst

Job type

Permanent

Location

Stevenage

Category

  • Customer services Jobs

Main Details:
Reporting to the EUC Manager, the Service Request Analyst is an excellent team player and communicator who will work primarily with members of the End User Computer (EUC), Stores and Asset teams to ensure the success of the services delivered into MBDA.

Success in this role will be demonstrated through being a positive and pro-active team player and by building positive relationships with colleagues and the customer.

2. Primary Duties of Job:

Work with the EUC Manager to ensure that Service Requests are managed effectively through their lifecycle by the SCC delivery teams and completed within SLA. This will include all or some of the following activities:

• Accepting and assigning tickets and tasks in the ITSM toolset
• Tracking and monitoring tickets through their lifecycle to support delivery within SLA
• Engaging with individuals, team leaders and managers to produce reports and support the process
• Providing updates to the customer or management as needed
• Managing customer escalations and queries through to completion.
• Creating or updating process documentation as needed
• Updating the status of individual assets as necessary in the Asset Management Database
• Management of the Request billing process

3. Secondary Duties

• Contributing to the asset audit process (physical and/or remote)
• Ad-hoc provision of stores cover
• Contribute towards the fulfilment of Service Requests and delivery of IT equipment to customers

4. Skills, Knowledge & Experience:

Essential
• Customer facing experience and customer service skills. A passion for excellent customer service.
• Ability to manage multiple tasks in an accurate and timely manner, often against deadlines
• Ability to communicate effectively at the appropriate levels, internally and externally with customers
• Accomplished written and verbal communication skills
• Intermediate Word and Excel skills
• Ability to create and maintain documentation
• Able to carry out manual handling operations as required (primarily for ad-hoc stores cover and audit activities)

Desirable
• Knowledge of Managed Services methodologies
• General understanding of the IT Managed Service Industry
• Experience of working within/aligning to an ITIL environment
• ITIL Foundation Qualification

5. Success Criteria

• Service Requests are assigned and appropriately managed through to completion and within SLA
• Billing report is delivered each month and on time
• Successful provision of backfill support to identified roles
• Positive feedback from internal and external customers

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