Job Ref: PB751 15/02
£28,000 + Benefits
Our client is looking for an experienced IT Service Operations Analyst to
•Manage ‘intervention required’ escalations from a wide variety of clients
•Reduce the need for human interventions in future by permanently resolving the underlying need
•Use problem management techniques and via collaboration with the client’s IT teams
•And/or providing other solutions to the need e.g. by creating request workflows or video guidance in the self-service tool.
You will need to have:
•Good customer service skills, not least since you will to undertake investigations via web chat and Skype for Business video; at the same time, however, you also need a dislike of repetition such that you’re driven to fix the ‘need for escalation’ once and for all across the entire customer base so that you and your colleagues can focus on new problems rather than repetitive ‘call handling’.
There are various levels of responsibilities for this role, from junior through to expert, depending on depth and breadth of skills and knowledge with different services / toolsets.
Key responsibilities include:
•Monitor and progress escalations for help within the Service Operations Team’s ‘human intervention required’ queue, for those services where you have a proven competence
•Investigate escalations for help via the portal’s web chat and via Skype for Business video, or indeed meetings in person, with effective communication and investigation capabilities
•Every ‘human intervention’ is to be treated as a bug, therefore once the escalation is resolved either update an existing bug record or create a new one, and make recommendations as to how to resolve the need for human intervention in future and then, if approved, drive that change through e.g. via technical skills and/or via collaboration with technical colleagues
•Document / illustrate / video your knowhow for the benefit of others (end users for when the need can be self-serviced, and for the benefit of IT people for when human intervention is required but it can be standardised / knowhow can be improved)
•Problem solving skills
•Guidance-creation skills (whether written or via recording video), with the ability to translate technical issues in a customer-friendly way
•Proven customer service skills and experience of dealing and resolving difficult customer issues
•High IT-literacy, by which we mean that if you’re given a new application and an understanding of what the software is designed to achieve, you could work it out for yourself how to use it
•A mindset that finds a way of developing self-help within the user community and root cause correction to eradicate contacts to the Service Operations Support team
•SCCM and AD
•Experience or exposure to MS Orchestrator
The successful candidate must be willing to undertake a basic and SC clearance process.