Service Delivery Analyst

£15000 - £22000 per annum
08 May 2017
05 Jun 2017
Recruitment Genius Ltd
Contract Type
Full Time
This IT specialist is looking to recruit a Service Delivery Analyst.

Key Tasks:

- Define and implement proactive alerting and management information to help identify incident and problems trends whilst ensuring performance levels are within agreed service levels (Incident SLA's, Jeopardy Management metrics)
- Work with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.
- Provide appropriate intervention during the incident resolution process and oversee the resolution of complex incidents ensuring that the right problem solving techniques and processes are applied.
- Take ownership of escalations and long-running service incidents, driving them to resolution in line with agreed service SLAs
- Provide analytical management information highlighting performance trends, issues, training needs and process improvements required.
- Great problem solving skills with an understanding of how clear, simple and great process work
- Develop and maintain excellent relationships with other business teams and 3rd party suppliers demonstrating the value of the Service Delivery (resource management and managing costs)
- Delivery of quality assurance activities which ensures employees are adhering to policy, procedure and regulatory requirements.
- Promote and sustain a constructive, supportive and friendly working relationship with employees and our customers.
- Deliver various other project tasks as required by your line manager and company.
- Adhere to appropriate departmental procedures and practices
- Actively take responsibility for your own personal career development in all respects.

Desired Skills & Abilities

Demonstrable experience in the following areas:

- Strong understanding of ITIL and IT Best Practices
- A logical approach to troubleshooting, diagnosing and resolving problems
- Embraces change, seeking opportunities for continuous improvement
- Experience of working in a customer focused environment
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Ability to work under pressure meeting tight deadlines whilst demonstrating drive and a positive approach to work

A logical approach to troubleshooting, diagnosing and resolving problems (technical and non-technical challenges in the business environment)

Experience working as part of a team with the ability to learn and develop new skills whilst showing that you can prioritise work efficiently and productively and manage your time well.

Challenges the status quo to create value or the organisation and our customers

Recognises and embraces change, seeking opportunities for continuous improvement

Possess and display business acumen

Salary - Excellent salary

There will be occasional travel in this position, thus you should hold a full UK driving license

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