Desktop Support Analyst

Sopra Steria Limited
Warrington, UK
14 Sep 2019
26 Sep 2019
Contract Type
Full Time
Service Desk Analyst - Warrington

Up to £25,000 + flexible benefits (flex fund, pension etc...)

Has your role become stagnant, one dimensional and just that little bit dull, prompting you to consider a change to reinvigorate your career? Are you keen to be involved with an organisation where your day to day input and effort makes a real difference, leading to no day being the same? If yes then the recruitment team at Sopra Steria are desperate to hear from you.

An exciting opportunity has arisen within our busy IT Service Desk for an analyst to join the team on a permanent, full time basis. Working as part of a team of Analysts and Administrators you will be contributing to a wide range of Sopra Steria contracts to deliver the upmost level of service in accordance with specific SLA's.

Key Responsibilities

·Manage and take ownership of all change/problem/incidents.

·Investigate problems, according to impact, through to resolution or error identification. Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.

·Assist with the handling of MI - Major Incident and identifying the root cause.

·Review all implemented changes/problem/incidents to ensure that they have met their objectives.

·Analyze change/problem/incidents to determine any trends or apparent problems that occur and involve relevant parties where necessary.

·Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures

·Monitor and audit the process, using qualitative and quantitative Key Performance Indicators.

·Schedule and attend meetings according to the process and Governance Structure.

·Identify any areas of difficulty or areas for improvement providing a quality service to the customer.

·Review the processes and make recommendations for improvements.

·Liaise with all necessary parties (including external 3rd parties) to co-ordinate Change building, testing and implementation in accordance with customer's schedules.

·Manage all change/problem/incidents and escalate any issues to Problem/Change Manager.

Essential Skills/Background

·Knowledge of ITIL service management processes and practices.

·Knowledge of Incident Management, Problem Management and Change Management Processes.

·Recognized ITIL Foundation.

·Experience and knowledge of MS office packages (at intermediate / advanced level), Lotus Notes and SMS or equivalent

·Experience of working on a helpdesk in an IT environment.

·Computer Sciences Certificate or equivalent.

Desired Skills/Background

·Microsoft MCP qualified or equivalent.

·Experience within service level agreements

·The Service Analyst will have good working knowledge of the latest developments and future strategy for their area, and an awareness of its application within past and present Sopra Steria engagements.

·Good working knowledge and experience of associated service management tools, techniques and methods within their area

·Demonstrable experience of working as a Service Analyst on small to medium service management environments.

Key Qualities

Evidence of Operating at an Individual Level in all/some competencies:

• Leadership
• Business and Technical Awareness
• Future Orientation
• Setting High Standards
• Team working
• Effective Communication
• Accountability
• Change Orientation

About Us

Sopra Steria is committed to employing the best talent in the business and helping them grow and develop both personally and professionally whilst providing a second to none environment to succeed and enjoy every day at work.

With over 20,000 employees and plans for continued expansion across the business, this is a great time to be joining the organisation as you will play a pivotal part in our ambitious plans, growth and development whilst making a real difference to our customers with the work you deliver.

This job was originally posted as

Similar jobs

Similar jobs