Location
Liverpool | United Kingdom
Job description
Exciting times await as this company undergoes a transformative phase to become a digital strategic partner. The organisation is currently seeking a skilled individual to join as a Service Analyst within the Service Excellence function as part of the Global IS Transformation Programme.
Are you passionate about delivering exceptional customer experiences and driving operational excellence? Do you thrive in a dynamic, fast-paced environment where collaboration and innovation are valued? If so, we have an exciting opportunity for you to join a talented team as a Service Desk Support Specialist.
Role Scope:
- Support the local Service Desk Team Lead and work closely with the Global IS colleagues.
- Handle escalations and re-assign incidents for resolution.
- Occasional travel to local sites, including overnight stays.
- May act as deputy in the Team Lead's absence.
Role Overview:
- Provide support services to ensure an excellent customer experience within the local organization and collaborate with other teams across Global IS.
- Report to the Service Desk Team Lead.
- Type: Permanent, Location: Hybrid Liverpool - Wednesday Thursday onsite
Responsibilities:
- Manage day-to-day Incident and Request Management processes, meeting or exceeding SLAs.
- Collaborate with GIS teams to enhance service delivery.
- Lead site Service Reviews and analyze customer feedback for improvement opportunities.
- Complete necessary training and recommend operational enhancements.
- Execute project work within defined timelines and budgets.
Qualifications and Experience:
- Previous experience in Service Management or end-user support.
- Familiarity with IT Service Management systems, ITIL framework preferred.
- Proficient in customer support, service measurement, and reporting.
- Strong communication and teamwork skills.
- Technical knowledge including PowerShell, Apple iOS support, Change & Request Management, and basic networking.
- Understanding of AD, client and server OSs, and backup processes.
- Experience at local, regional, and global levels is desirable; IT Operating Model change experience is a plus.
Ready to drive excellence? Apply now!
EA First Ltd are acting as an Employment Agency for this permanent vacancy.
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Job tags
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