Service Delivery Analyst - Data Analyst - MS Excel - Report Writing

High Wycombe
17 May 2017
16 Jun 2017
Contract Type
Full Time

Data Analyst - Service Performance - MS Excel - Report Writing - Telecommunications


High Wycombe

£23,000 to £25,000 Negotiable + Competitive Benefits Package

One of the UK’s most progressive telecommunications service providers and professional services organisations is seeking a Data Analyst, Report Writer with ideally experience of the Telecommunications and/or Telephony sector.

The role will be to work within the Managed Service team and will be responsible for conducting analysis of data and producing insight into service performance, including the service delivered by Partners.

Main Tasks & Responsibilities

> Compile and produce data for a suite of service reports and management information.

> Provide the Service Delivery team with expertise in data manipulation; Excel skills and report development.

> Drive reporting improvements and create new formats that meet the audience requirements.

> Support the Managed Service Desk team in delivery of BAU operational services.

> Co-ordinate and communicate planned works; maintenance of the Change Register and available number lists as well as proactive system maintenance/housekeeping tasks and ad-hoc duties as required.

> Manage multiple and conflicting priorities, without losing focus or energy and keeping to deadlines.

Essential Skills & Experience

# 1+ years' experience in a similar Service Delivery, Data Analysis support role

# Awareness of incident, problem and change management

# Experience of successful delivery within a similar role delivering analysis in a fast-moving environment

# Demonstrable experience of producing, compiling and evaluating reports

# Proven experience of identifying trends and recognising their impact on service and customer satisfaction

# Advanced knowledge of Microsoft Excel (essential)

# Good PC skills and MS Office packages

# Experience of working to agreed SLA's

# Ability to handle own workload and priorities duties

# Ability to apply technical and analytical skills to cut through data to find the changes and improvements needed to strive for operational excellence

# Ability to identify and highlight growing trends and areas of concern

# Ability to analyse Operational process performance such as Incident, Change, Problem and Event Management.

# Ability to identify links between operational performance measures to the cause of customer dissatisfaction, by collaboratively working with internal teams in the Company and with our Partners

# Ability to work under own initiative with a high level of accuracy and excellent attention to detail

# Ability to demonstrate a systematic approach to problem solving to make informed decisions

# Ability to communicate fluently both orally and in writing, and concisely relay technical issues and resolutions to people of varying technical levels.

# Ability to quickly absorb new technical information and then apply and communicate it effectively

# Ability to work under pressure and with time constraints

# A team player with the ability to work with minimum supervision and to maintain a high level of self-motivation and productivity

# ITIL V3 Foundation (desirable)