Service Request Analyst
Interserve PLC
Birmingham, United Kingdom
5d ago

Position Overview

The role of the Service Request Analyst iskey to supporting the successful management of Service Requests, supporting theday-

to-day activities required to undertake the process governance, controlsand reporting.

The Analyst role will support all the keyactivities required to ensure the performance of the Service Request process ismeasured and reported accurately.

The Service Request Analyst will be key inoperating the proactive monitoring of Service Request performance, managingexceptions and errors through to successfulpletion or resolution.

The Service Request analyst is a key first point of escalation forissues and will manage and coordinate successful resolution, proactivelymanaging upward escalations andmunications

Planning

  • Support the Service Request Manager in the implementation of team, departmental and business wide service improvement plans
  • Supports planning activities for Process, Toolset or reporting improvements required to optimise the Process
  • Plans and schedules proactivemunications for Customers, Business Engagement Teams, Projects and other ITSS Departments
  • Applies effective personal Time Management and Planning to ensure all duties and activities arepleted in a timely manner, proactively notifying others of any changes topletion times / dates.
  • Plans and prioritises tasks and activities such that regular attendance is maintained at Operational and Team meetings and other key or mandatory meetings
  • Operational

  • Regularly maintains and updates the Service Management Toolset for all activities related to supporting the Service Request Process
  • Supports the detection, tracking and resolution of Service Request exceptions and escalations, ensuring that timely updates are provided and that the Service Level Agreements are met
  • Supports the systematic update, review and management of all Service Request Policy and Procedure documentation
  • Supports the activities around training and education for the Service Request , training colleagues, supporting inductions and proactivemunication and promotion of the process
  • Demonstrates a positive and cooperative influence when working with both internal and external teams.
  • Record relevant work activities in an accurate and timely manner, using the relevant systems and tools for the department
  • Ensure adherence to allpany and departmental process and procedures
  • Support the teams administrative activities which may include reporting, Invoice management, cost tracking, Goods Received tracking, rota planning, etc, as agreed with the Service Request Manager.
  • Support the upkeep and organisation and management of departmental documentation
  • Attends weekly and monthly Service Request governance meetings
  • Customers

  • Responds to requests for support in a timely manner and according to agreed SLAs and procedures
  • Ensure users and stakeholders are fully informed of progress and corrective action is taken to avoid delays
  • Provide advice and support to both internal / external customers to deliver a high standard of customer care
  • Adopts ITmunication Principles and standards for allmunications with those outside the Service Request department
  • Proactively notifies customers and stakeholders of any deviation from agreed plans, activities and tasks.
  • What we are looking for

    The Service Request Analyst is critical to the day-to-day operation of the service and is key to ensuring the quality and integrity of the overall Service Request Process.

    The individual must have a systematic approach to processing Service Requests with a passion for delivering exceptional quality of service as well as exceptional customer service.

    A key role in managing service exceptions and escalations, the Service Request Analyst will need to be able to demonstrate excellent judgment around service impacting issues and support controlled decision making, accurate risk analysis and exceptional customermunications.

    Experience

  • Experience of processing Service Requests within a Shared Service ormercial IT Services operation
  • An eye for detail and a methodical and systematic approach to work
  • Customer focus and service-orientated
  • Strongmunicator both written and verbal
  • Experience of producing operational and Service performance reporting
  • Exceptional Customer Service andmunication skill set
  • Methodical and self-disciplined with flexibility and a willingness to learn new skills
  • Display positive behaviors that can effectively influence across multiple teams to achievepany goals
  • Experience operating in a change control and configuration management environment
  • Basic Health and Safety awareness to ensure a safe working environment at all times
  • Experience of using Project Management, Time Recording and Service Management Toolset
  • Qualifications

  • Experience of working in an ITIL based Shared Service organisation
  • Formal Customer Service Training
  • ITIL Foundation (Preferable)
  • Advanced MS Office skills (MS Excel, Word, PowerPoint) or qualifications
  • Technical and statistical reportingpetency
  • About thepany

    Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and constructionpanies, operating in the public and private sectors in the and internationally.

    We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the and is listed in the 250 index.

    We have gross revenue of £3.6 billion and a workforce of 80,000 people worldwide.

    More Info...

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