Service Analyst - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Join us as a Service Analyst

As a Service Analyst, you'll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
You'll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

What you'll do

In this role, you'll plan, develop and undertake technical support for relevant platforms, activities and processes, as well as supporting the central points of customer contact and first or second level support using the incident management, change managementand request fulfilment processes.

Day-to-day, you'll be:

Providing efficient and effective support of IT systems
Helping to take ownership for the service in the areas of specialist knowledge, keeping the customer at the forefront
Acting with pace when recovering service, and with thoroughness when considering risk to service
Building relationships with internal and external stakeholders involved in the delivery of service in the areas of technical knowledge

The skills you'll need

We're looking for someone with a strong customer focus in their work, as well as a background in technical support.

You'll need excellent interpersonal and communication skills with the ability to relay issues to users in a non-technical way and escalate issuesquickly when needed.

Knowledge of one or more service management disciplines (Incident, Request, Problem, Change), relevant industry standard toolsets and processes to drive up customer service within an IT environment
Ability to prioritise your own work on an ongoing basis and ask for guidance when required to ensure focus remains on the most important items.
Experience of working with technology suppliers and knowledge of cloud services such as Microsoft Azure
Advantageous (but not essential) skills
ServiceNow, Dynamic 365 CRM, New Relic (or equivalent monitoring tool), ITIL