Back to search
IT Service Analyst - Sheffield - 25 - 27K
An established client of ours in the Technology sector are looking for a Service Analyst to join their internal IT department, on a permanent basis. The successful candidate will Work as part of a team to provides 1st line level technical co-ordination, support, and delivery of first line offerings. This will Incident and Service Request include ticket logging and progress to resolution, issue investigation and first-time fix resolution for unlocks and advice and guidance.
This is an office based role in their Sheffield office.
Roles & Responsibilities:
- Operate on a 1st line technical level with internal and external teams to ensure working practices are executed effectively and service levels achieved
- Ensure updates are recorded on the IT Service Management platform and end users are communicated to within relevant timescales. Own tickets through to conclusion
- Telephone, email and self-service management of logged tickets.
- Will manage 1st line ticket stacks for Incident and Service Request, including investigation, diagnosis and resolution within SLA/ OLA
- Prioritise tickets logged according to impact and urgency
- Escalate Major Incident ticket via the correct channels
- User admin including the creation of, amendment to or removal of access and permissions
- Drive and improve customer experience and display an impeccable phone manner
- Prioritise appropriately tickets within the queue and manage escalations following set processes
- Refer to and utilise User knowledge base to increase understanding and uptake of Self-Service options for UK employees
- Ensure tickets relating to open Problem records are correctly linked and workarounds applied where appropriate to skills levels
- Consult with end users to confirm ticket resolution
- Meet service targets for phone calls and call handling
This is an excellent opportunity for an enthusiastic and passionate Service Analyst to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration!
If you'd like more information about the role, please contact Jasmine Brady for more information on (phone number removed) / email your CV to (url removed)
For more information about Senitor and the opportunities we have to offer follow us on Twitter @SenitorIT Senitor Associates Ltd is acting as an Employment Agency in relation to this vacancy.
