Service Analyst

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you.

• Digital is focused on helping 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 customer facing services, and others that also create and manage their own end user digital customer journeys.
• A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

• 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)

• Track, log and correct information to protect assets and components

• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Resolve user requests, maintaining a high level of customer service
• Deal with complex complaints
• Use empathy to understand and meet customer needs

• 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

• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• 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

• Take inputs and establish coherent frameworks that work

show you have a Level 3 service management framework qualification

• 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