Service Analyst

Job Description

Description:
\n Job Title: Service Analyst
\n Rate: £460
\n Clearance Required: BPSS
\n Duration: 6 months
\n Location: Telford with 2 days/week in office
\n IR35 Status: Capgemini Mandated PAYE only
\n Job Description:
Description and Location

\n 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.?
\n 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.?

\n 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?.

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Senior service desk analyst
\n A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.
\n At this role level, you will:

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• own and update the script for service desk analysts
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• coach and develop one or more service desk analysts, and manage availability
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\n This role level is most often performed at the Civil Service job grade of:

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• EO (Executive Officer)
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• HEO (Higher Executive Officer)
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Skill Description
Asset and configuration management
\n Level: Awareness
\n You can:

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• track, log and correct information to protect assets and components
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Continual service improvement
\n Level: Working
\n You can:

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• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
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Customer service management
\n Level: Practitioner
\n You can:

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• resolve user requests, maintaining a high level of customer service
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• deal with complex complaints
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• use empathy to understand and meet customer needs
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IT service reporting
\n Level: Working
\n You can:

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• produce relevant reports in an appropriate format and agreed timeframe
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• work with stakeholders to discuss any changes in the reporting processes
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• interpret a data set and communicate this to others
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Ownership and initiative
\n Level: Working
\n You can:

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• own an issue until a new owner has been found or the problem has been mitigated or resolved
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Problem management
\n Level: Awareness
\n You can:

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• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
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• contribute to the implementation of remedies and preventative measures
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Service focus
\n Level: Working
\n You can:

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• take inputs and establish coherent frameworks that work
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Service management framework knowledge
\n Level: Awareness
\n You can:

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• show you have a Level 3 service management framework qualification
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Technical understanding
\n Level: Awareness
\n You can:

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• show an awareness of the relevant subject matter and a high level understanding of what it involves
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User focus
\n Level: Working
\n You can:

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• identify and engage with users or stakeholders to collate user needs evidence
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• understand and define research that fits user needs
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• use quantitative and qualitative data about users to turn user focus into outcomes
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