Service Support Analyst

Recruiter
Bandwidth Recruitment Ltd
Location
Covent Garden
Posted
28 Mar 2018
Closes
16 May 2018
Contract Type
Permanent
Hours
Full Time

Bandwidth are hiring for a Service Support Analyst to join their client, a service provider for the rail industry on a permanent basis, to be responsible for the support of the daily service operation.

The successful candidate will have a technical mindset and strong experience within a 1st line support role.

Responsibilities:

  • Managing incoming queries, logging, and assigning them by using the service management software
  • Offer technical advice and guidance in relation to the provided service when needed
  • Building and maintaining good relationships with internal and external stakeholders at all levels
  • Effectively organise and follow up the processes to ensure that the flagged issues are resolved appropriately within the agreed SLAs
  • Support the daily operation of the Service Desk and assist with Change and Release administration process when necessary
  • Be able to investigate and resolve incidents and service requests, or escalate them if they cannot be resolved on the 1st line support level
  • Gather information to produce reports for internal and external use

Requirements:

  • Extensive experience in a customer facing 1st Line Support role is necessary
  • Strong written and verbal communication skills
  • Proven analytical and problem-solving capability
  • Extensive experience utilising Microsoft Excel for reporting is essential
  • Previous Service Management Software experience is desirable but not essential
  • ITIL foundation qualification is desirable but not essential

This job was originally posted as www.jobsite.co.uk/job/960426899

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