IT Service Analyst - Sheffield - £25 - 27K
An established client of ours in the Technology sector is looking for a Service Analyst to join their internal IT department on a permanent basis. The successful candidate will work as part of a team to provide 1st line level technical coordination, support, and delivery of first line offerings. This will include incident and service request ticket logging and progress to resolution, issue investigation, and first-time fix resolution for unlocks and advice and guidance.
This is an office-based role in their Sheffield office.
Roles & Responsibilities:
Operate on a 1st line technical level with internal and external teams to ensure working practices are executed effectively and service levels achieved. Ensure updates are recorded on the IT Service Management platform and end users are communicated to within relevant timescales. Own tickets through to conclusion. Telephone, email, and self-service management of logged tickets. Manage 1st line ticket stacks for Incident and Service Request, including investigation, diagnosis, and resolution within SLA/OLA. Prioritise tickets logged according to impact and urgency. Escalate Major Incident tickets via the correct channels. User administration including the creation, amendment, or removal of access and permissions. Drive and improve customer experience and display an impeccable phone manner. Prioritise tickets within the queue and manage escalations following set processes. Refer to and utilise the user knowledge base to increase understanding and uptake of self-service options for UK employees. Ensure tickets relating to open problem records are correctly linked and workarounds applied where appropriate to skill levels. Consult with end users to confirm ticket resolution. Meet service targets for phone calls and call handling. This is an excellent opportunity for an enthusiastic and passionate Service Analyst to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration! If you'd like more information about the role, please contact Jasmine Brady at 07458160158 or email your CV to Jasmine.Brady@senitor.com. For more information about Senitor and the opportunities we have to offer, follow us on Twitter @SenitorIT. Senitor Associates Ltd is acting as an Employment Agency in relation to this vacancy.
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Operate on a 1st line technical level with internal and external teams to ensure working practices are executed effectively and service levels achieved. Ensure updates are recorded on the IT Service Management platform and end users are communicated to within relevant timescales. Own tickets through to conclusion. Telephone, email, and self-service management of logged tickets. Manage 1st line ticket stacks for Incident and Service Request, including investigation, diagnosis, and resolution within SLA/OLA. Prioritise tickets logged according to impact and urgency. Escalate Major Incident tickets via the correct channels. User administration including the creation, amendment, or removal of access and permissions. Drive and improve customer experience and display an impeccable phone manner. Prioritise tickets within the queue and manage escalations following set processes. Refer to and utilise the user knowledge base to increase understanding and uptake of self-service options for UK employees. Ensure tickets relating to open problem records are correctly linked and workarounds applied where appropriate to skill levels. Consult with end users to confirm ticket resolution. Meet service targets for phone calls and call handling. This is an excellent opportunity for an enthusiastic and passionate Service Analyst to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration! If you'd like more information about the role, please contact Jasmine Brady at 07458160158 or email your CV to Jasmine.Brady@senitor.com. For more information about Senitor and the opportunities we have to offer, follow us on Twitter @SenitorIT. Senitor Associates Ltd is acting as an Employment Agency in relation to this vacancy.
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