Service Analyst

Description:

Job Title:

Service Analyst Rate: £460

Clearance Required:

BPSS Duration: 6 months

Location:

Telford with 2 days/week in office IR35 Status:
Capgemini Mandated PAYE only

Job Description:

Description and Location Digital is focused on helping the client engage with citizens. Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart.? Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all.

By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.? Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable the client customer facing services, and others that also create and manage their own end user digital customer journeys?.

Senior service desk analyst A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls. At this role level, you will: own and update the script for service desk analysts coach and develop one or more service desk analysts, and manage availability This role level is most often performed at the Civil Service job grade of: EO (Executive Officer) HEO (Higher Executive Officer) Skill Description Asset and configuration management Level: Awareness You can: track, log and correct information to protect assets and components Continual service improvement Level: Working You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions Customer service management Level: Practitioner You can: resolve user requests, maintaining a high level of customer service deal with complex complaints use empathy to understand and meet customer needs IT service reporting Level: Working You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others Ownership and initiative Level: Working You can: own an issue until a new owner has been found or the problem has been mitigated or resolved Problem management Level: Awareness You can: investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational contribute to the implementation of remedies and preventative measures Service focus Level: Working You can: take inputs and establish coherent frameworks that work Service management framework knowledge Level: Awareness You can: show you have a Level 3 service management framework qualification Technical understanding Level: Awareness You can: show an awareness of the relevant subject matter and a high level understanding of what it involves User focus Level: Working You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes If you receive suspicious outreach claiming to be from us, please contact us via the Manpower Group website.