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 outcomesIf you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website
Only candidates based in UK and eligible to work in UK are allowed