Service Analyst

Job Title: Service Analyst

Rate: £460

Clearance Required: BPSS

Duration: 6 months

Location: Telford with 2 days/week in office

IR35 Status: Capgemini Mandated PAYE only

Job Description

Description and Location

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.?

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.?

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?.

Senior service desk analyst

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.

At this role level, you will:

• own and update the script for service desk analysts
• coach and develop one or more service desk analysts, and manage availability

This role level is most often performed at the Civil Service job grade of:

• EO (Executive Officer)
• HEO (Higher Executive Officer)

Skill Description

Asset and configuration management

Level: Awareness

You can:

• track, log and correct information to protect assets and components

Continual service improvement

Level: Working

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Customer service management

Level: Practitioner

You can:

• resolve user requests, maintaining a high level of customer service
• deal with complex complaints
• use empathy to understand and meet customer needs

IT service reporting

Level: Working

You can:

• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others

Ownership and initiative

Level: Working

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: Awareness

You can:

• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures

Service focus

Level: Working

You can:

• take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: Awareness

You can:

• show you have a Level 3 service management framework qualification

Technical understanding

Level: Awareness

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

User focus

Level: Working

You can:

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

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