Service Desk Analyst

Sopra Steria Limited
Warrington, UK
14 Sep 2019
07 Oct 2019
Contract Type
Full Time
Job Description
Service Desk Analyst - Warrington - £25,000

*Role Overview:
Working as part of a team of analysts and administrators across a range of contracts to specific service level agreements.
Roles in this level are responsible for delivering specialist services which involve the choice and application of diverse processes, systems and techniques or for supervising staff delivering a broad range of services.
Individuals work with a minimum of supervision, demonstrating a systematic, disciplined and analytical approach.
Roles at this level will work within established processes, procedures and guidance, with minimum day-to-day supervision, to provide a range of support services to an agreed standard or specification.

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:
  • 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.

Desirable Skills:
  • 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

Sopra Steria Competencies:

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

At Sopra Steria, we thoroughly believe in employing the best talent in the industry and our brilliant benefits coupled with excellent training and career progression give our employees that extra incentive and motivation to go the extra mile in our happy, fun and collaborative working environments.

Job Types: Full-time, Permanent

Salary: £25,000.00 /year

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