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