Service Support Analyst
5d ago

About Us

We’re an innovative tech consultancy - a team of problem solvers. Since 1993 we’ve been finding better ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day.

We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people.

Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working.

We're dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement to join our expanding Service Management Capability and Managed service team to support our continued growth.

We are current looking for a Service Support Analyst to join us.

About the Role

Our Service Support Analysts will :

  • Be involved in the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
  • Resolve service reported issues in line with our documented Service Levels.
  • Be responsible for managing service reported issues, ensuring that they are logged, updated and resolved in the service management toolset.
  • Ensuring accurate, quality records are maintained.

  • Attain the required knowledge of the client, platform, and application to provide the support required.
  • Know when to escalate issues that require additional attention.
  • Build strong client relationships
  • Support the creation of ITIL aligned processes and procedures and assist with the transition of these into Live Operation.
  • Work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications.
  • Continually assess the suitability of processes and procedures and recommend / implement change as appropriate, to ensure efficiency and appropriateness.
  • Operate in Agile working environments with varying Agile practices
  • Support cloud environments in AWS and Azure
  • Provide support in accordance with the managed service operational hours, which may require working outside normal working hours on a rota basis.
  • About You

    Alongside a passion for solving customer problems, combined with the expertise and experience to provide 2nd and 3rd line support for complex, business critical solutions, we would also look for :

  • Strong ITIL knowledge and experience, as well as knowledge of Incident Management tool sets
  • Demonstrable experience assisting in developing and providing management reports on a daily, weekly, or monthly basis, and produce ad hoc analysis upon request
  • Experience providing a central point of contact for Service Operation processes ensuring that all Client requests Incidents Changes are dealt with in a timely and effective manner, in line with agreed levels of service
  • Experience ensuring that requests are logged, monitored and re-assigned where appropriate internally and externally in line with client SLA targets
  • Experience monitoring delivery against agreed service levels for internal and external suppliers and escalate appropriately
  • Experience managing and maintaining effective client relationships, where desk to desk’ processes are in place
  • Experience assisting in the setup, process mapping and documentation of new Client processes
  • Experience creating and updating knowledge base articles when required
  • Exposure to assisting with ISO processes and associated tasks
  • Prior experience being responsible for problem investigation, trend analysis and reporting, and, where appropriate, distribution and presentation findings to the Client
  • Experience assisting in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement
  • Exposure to working primarily within a support team but also be comfortable presenting ideas to Senior Management and Clients
  • A passion for Service Management, focus on continual improvement and enthusiasm to learn
  • A flexible can do’ attitude
  • Strong communication ability
  • Some of the Perks

  • A collaborative and inspiring environment working alongside some of the best tech people in the industry
  • Hybrid working you can vary your working location to allow you to collaborate better, feed your creativity, and take the time and space to focus when you need it
  • Training opportunities and incentives we support professional certifications across engineering and non-engineering roles
  • Flexible benefits allowance you can spend on additional pension contributions, healthcare, dental and more
  • We partner with Lifeworks to offer wellbeing support to our employees
  • Life Assurance (4 x annual salary)
  • Giving back the ability to get involved nationally and regionally with partnerships to get people from different backgrounds into tech
  • 25 days annual leave plus bank holidays
  • Discounts we have preferred rates from dozens of retail, lifestyle and utility brands
  • An industry-leading referral scheme
  • Please note : any applicants must be able to gain valid SC clearance.

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