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Role: Service Delivery Analyst REF 364224
Contract Length:Until March 2025 part time (21 hours)
Location: Humberside or Sheffield
IR35: Inside
Pay Rate to Intermediary: £18.12 per hour
Spinwell is recruiting for a Service Delivery Analyst for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE SERVICE DELIVERY ANALYST
- Provide a single, central point of contact for all users of IT services, handling all incidents, problems, queries and requests primarily via our telephone channel (as well as our self-service portal and email channel).
- Provide effective first line fault resolution via recovery, technical accuracy, consistency and compliance with best practice laid down in the Information Technology library and within the timescales specified in existing Service Level Agreements.
- To provide and promote a quality standard of customer care which in turn improves customer perception and satisfaction.
- Liaise with other IT practitioners and specialist functions.
- Perform incident and problem management functions in accordance with the associated processes.
- Responsible for effectively managing customer expectations.
- Set the organizational standard for customer engagement.
- Serve as a communication channel between customers and the IT organisation.
- Provide a first contact/first line resolution for customers wherever possible to support the shift left approach.
- Act as the first point of escalation to all business and users.
SKILLS/EXPERIENCE OF THE SERVICE DELIVERY ANALYST
- Good Telephone Manner
- Previous IT Service Desk experience
- Good Interpersonal and Communication skills.
- An understanding of IT/Communications & Telephony equipment
- Good Administration and Customer Care skills.
- Good Questioning and Fault Diagnosis Skills
If you are a Service Delivery Analyst, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us
