IT Service Analyst

A successful IT Service Analyst should have:

• ITIL foundation (v3 or v4)
• Solid experience in standard ITIL disciplines, e.g., Incident, Change Problem Management
• Solid experience using ServiceNow
• Microsoft Certification
• Resolving a minimum of 50 incidents per week
• Adhere to the rota and 8x8 guidelines.
• Take clear instructions from the Head of Service Delivery
• Incidents kept up to date no longer than 48 hours.
• Regular communication with end-users to avoid any escalations to the service excellence team.
• 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.