IT Service support, application support, project work, BAUIdentify areas for improvement, and implement effective solutions Client Details An organisation in the Pharmaceuticals industry are looking for a IT Service Analyst- join their site in Chessington, Surrey/ SW London on a hybrid basis (3 days p/week on site, 2 days p/week working from home). Description The successful candidate for the IT Service Analyst- Pharmaceuticals Sector role based in Chessington will fulfil the following responsibilities: Interacting with customers on the Telephone, email, face to face and via Service Now.Respond promptly and resolve service requests, ensuring they are resolved within agreed priority SLAs.Maintain regular contact with customers to provide updates on the progress of their tickets.Take full responsibility for Incidents that are assigned to you, ensuring the user is consistently updated and working towards a prompt resolution. Even if the incident has been dispatched to another resolver group, as the service support analyst, you retain ownership of the incident.Create and update documentation and Knowledge Articles for assigned apps, services, and products to become a Subject Matter Expert.Collaborate with senior stakeholders from teams such as Service Excellence, Service Transition, Application Solutions, and Architecture.Occasionally contribute to projects by sharing knowledge, providing input, and updating the wider Service Management team with the Service Management requirements.Assist Service Transition in introducing new services into business-as-usual operations.Contribute to Major Incident (MI) Management processes by providing input when required alongside the Major Incident Manager.Ability to coordinate escalations from users regarding an incident and manage major incidents with our dedicated major incident team.Follow a rotating shift pattern between 7 am - 8 pm Monday to Friday.On-call responsibilities requiring being available between 8pm and 8am Monday to Sunday. Key Dimensions: Resolving a minimum of 50 incidents per week.Adhere to the Rota and 8x8 guidelines.Take clear instructions from the Head of Service DeliveryIncidents kept up to date no longer than 48 hours.Regular communication with end-users to avoid any escalations to the service excellence team. Additional Information: 3 days a week in the office.On-call responsibilities.Support team members and make sure you respond promptly to any group or individual Team chats.Travelling to other sites may be required.Prioritise customer satisfaction as the primary focus in all aspects of the role.Demonstrate an aptitude and eagerness to learn new technologies and develop comprehensive end-to-end knowledge.Possess exceptional written and verbal communication skills.Show a commitment to continuously expand, maintain, and enhance knowledge.Work effectively as part of a team, fostering collaboration and striving for service improvements.Display flexibility to work on a rotating shift pattern between 7 am - 8 pm.Exhibit strong organisational skills and a practical, logical, analytical approach to problem -solving.Pay meticulous attention to detail in all tasks. Profile To be considered for the IT Service Analyst- Pharmaceuticals Sector contract role the candidate must present evidence of the following:Knowledge, Skills and Experience Required: At least 3 years in a Technology Support role. These could be Service Support Analysts (with the technical capability of 2nd-line support).Strong skills in basic network troubleshooting to understand users' issues and steps that need to be taken.Microsoft 365 administration and user support.Hardware support and troubleshooting.Familiarity with ITSM tools. Essential Requirements: ITIL foundation (v3 or v4).Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management.Solid experience using ServiceNow.Microsoft Certification. Job Offer Full time permanent contract.Salary range £40,000- 45,000 DOE.3 days p/week on site in Chessington, 2 days p/week working from home. Some of the benefits package: Up to 5% bonus company and personal performance.Pension 2:1 up to a max of 6% employee input.25 days annual leave plus bank holidays.Access to 'perks at work' for retail discounts.EAP access via Compsych.2 x volunteer days.
read more