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IT Service Delivery Analyst

Posted 4 January by Six Degrees Group Ended

Taking on the position of IT Service Delivery Analyst, your role will focus on working with the service delivery team on delivering best of breed service management to our accounts.

The role encompasses elements of reporting, trend analysis, project coordination and other associated activities. You will have the opportunity to work with our exciting clients within UK government, financial services, retail and other sectors.

Key to this role is a focus on reporting and analysis, as well as ensuring documentation is updated in a timely fashion. You will also have the opportunity to work on our compliance and accreditation process to ensure 6DG maintain our highly robust security controls.

Main Duties:

  • Production of monthly or quarterly customer service reports to report against agreed measures such as SLAs, KPIs and operational items.
  • Internal KPI reporting to measure the success of new initiatives within the wider service management or operational teams.
  • Look for trends in clients’ incidents and ensure problems are identified, raised and managed effectively.
  • Management of small works identified through service improvement initiatives (CSIP) or service transitions.
  • Ensure that all key processes and procedures necessary for the delivery of the customer services to the required service levels are complete and effective, providing input for internal teams to update as part of Continuous Service Improvement.
  • Work with other teams in Service to review trends, produce trend analysis of recurring Problems/Incidents, and include the activities to address these within Service Improvement Plans
  • Principal to this position is an unparalleled focus on delivering service excellence to the customer throughout the customer lifecycle to ensure the highest levels of satisfaction.

Requirements:

  • Basic understanding of IT infrastructure including networking, virtualisation and hosting
  • ITIL qualification desirable
  • Excellent skills in Microsoft Office
  • Experience using ITSM systems desirable
  • Previous reporting and analytical experience desirable
  • Strong interpersonal skills necessary to build key relationships with both customers and other internal departments
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information that is clear, concise and accurate
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions
  • Effective communication skills, both presentational and 1:1
  • Analytical, able to draw conclusions from data, sort into intelligible information and derive trends
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions
  • Effective time management with the ability to prioritise

Required skills

  • Reporting
  • Service Management
  • Trend Analysis
  • Project Coordination

Reference: 34132965

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