Service Desk Analyst

Closing date: Sunday 26 February 2023 - 23.59

About this Role
To provide a professional and customer focused first line service within a fast-paced environment by:

•Being the single point of contact between IT Enablement and the business, liaising with customers, colleagues and 3rd parties by phone, email, face to face interactions and MS Teams

•Taking ownership to triage and manage incidents and request items throughout their lifecycle. Following an ITIL framework within ServiceNow for incident, request, problem, change and major incident management.

•Provide and maintain a high level of customer satisfaction

•Safeguarding incident resolution and fulfilment of requests within Service Level Agreements

•Continuously improve skill levels, building on value and maturity within the Service

Main duties

Your main duties will include:

Customer Support

· Listen to and interpret information provided by the customer in order to apply the relevant categorisation and prioritisation of the incident, service request or change.

· Using a supporting knowledge base to deliver instruction, advice and guidance and attempt to resolve enquiries at first contact and/or allocate to appropriate team according to process.

· Liaise closely with other IT Service Desk and Enablement colleagues; build and maintain good relationships and work on joint activities and initiatives.

· Recognise and escalate potentially serious issues to appropriate person(s), maintain call logs, provide information, and communicate with relevant parties.

· Identify trends and potential problem areas to reduce reoccurring incidents and infrastructure events.

· Collate information on the customer perception of the quality of service delivered.

· Participate in the preparation and implementation of service continuity & service improvement activities.

· Monitor all incidents to ensure service level agreements are met.

· Look at ways of improving the Service Desk software and supporting the toolkit to provide improved service to our customers.

Relationship Management

· Build strong relationships with customers.

· Possess a good understanding of all business systems and processes.

· Maintain regular contact with the customer and take ownership of incidents and requests.

· Communicate all major incidents effectively and efficiently to the business.

· Work closely with Customer Services to help meet external customer expectations.

· Build and maintain strong relationships with the other IT Service teams to encourage collaborative working and knowledge sharing.

Customer Contact Management and Reporting

· Collaborate with IT Service Desk Operations Manager to generate management and performance reports to an agreed schedule.

· Maintain accurate IT physical asset records.

Teamwork

· Provide direction, support and guidance to new members of the team

· Work together to achieve individual and team objectives

· Work within Service Desk defined roles and roles/shift rota

· Look at ways to improve team working and opportunities to develop new and existing skills and processes.

· Assist with the review and update of knowledgebase articles and documentation as appropriate including the creation of new knowledge articles and local work instructions within Service Now

Additional information

· Our operational hours are Monday to Friday from 7:30am to 5:30pm.

· The successful candidate will be required to work within a shift pattern and roles rota. Our shift patterns are 07:30 – 15:10, 08:30 – 16:10 and 09:50 – 17:30 Monday through Friday. There will be a requirement for the candidate to work flexibly on a job rota which includes onsite presence to support onsite activities,

· Support for both Edinburgh and Glasgow offices is also provided on a weekly basis, this is done on a rota basis and is reviewed regularly.

What can we offer you? – Benefits at RoS

• We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more.
• We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission!
• Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success.
• We work in an agile way, which is applied across the whole organisation.
• RoS offers a generous annual leave entitlement. Starting with 25 days of holiday plus 12 days bank holidays. We reward your commitment to us by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement!
• We operate a 36 hour working week and offer flexible working arrangements (up to 30 hours flexi per month).
• We offer office locations in Edinburgh & Glasgow and in the process of implementing hybrid working, having established we can successfully work remotely.
• As part of the reward package, you will get access to a generous Civil Service pension, including service benefits, cycle to work scheme, family friendly leave policies (Maternity/Paternity Leave/Shared parental Leave/Special Leave & more), subsidised gym memberships and retail discounts!
• We offer continuous training and development opportunities, including being able to attend industry events.
• A generous salary range with pay progression arrangements is in place.
• You will have access to external counselling and external advice.
• We are a Disability Confident employer.
• We monitor equal opportunities and offer support where needed.

Essential criteria - Your Skills and Attributes for Success

Analysis and making effective decisions

· Ability to work using own initiative to solve problems

· Using available information and enhancing knowledge to promote Customer Success

Leading and communicating

· Excellent communication skills with the ability to listen, empathise and reassure customers.

· The ability to build lasting and trusted relationships with our customers

Collaborating and partnering

· The ability to develop and maintain effective working relationships with a range of stakeholders

Delivering a quality of service

· Ability to manage effectively changing priorities and deadlines managing your own workload, contributing to the continuous improvement of RoS data, services and products.

Demonstrating commitment and drive

· Ability to work effectively as part of a small team with a strong customer and business focus

· Excellent organisation skills, self-motivated and ability to work unsupervised on own initiative.

Technical skills

· Demonstrate a working knowledge with:

· Microsoft Office 365 suite

· Good troubleshooting methodology

· ITIL(R) 3 Foundation Certification in IT Service Management

Intrigued? Why don't you click "Apply Now" to be redirected to our careers site for further details and to submit an application? f you feel you have the skills for this role, we'd love to hear from you!

Job Type: Full-time

Salary: £30,255.00-£32,506.00 per year

Benefits:

• Additional leave
• Casual dress
• Cycle to work scheme
• Discounted or free food
• Flexitime
• Gym membership
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

COVID-19 considerations:
We are taking all measures necessary to offer a safe and productive environment for colleagues to work in, when booked into the office.

Work Location: Hybrid remote in EDINBURGH

Reference ID: req438