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
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
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
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 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
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
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.