Junior Service Development Analyst

03 Oct 2016
19 Oct 2016
Contract Type
POSITION SUMMARY The Service Development team form part of the Service Operations department which is responsible for delivering technical support to UK business customers 24x7, 365 days a year. The aim of Service Development is to improve overall operational efficiency of Service Operations, by identifying and resolving problems through valid and reliable methods of measuring both customer experience and operational process effectiveness. Purpose A Junior Service Development Analyst is responsible for the coordination and administration of tasks related to Service Introduction, Escalations Management and Service Improvement. This entails ensuring the correct level of resource and communication are adhered to throughout the appropriate process. Dimensions Provide telephone and email based responses and ongoing communications to internal and external customers Communicate with appropriate team/engineer resource to deal with the issue at hand Improve customer relations through clear communication and expectation setting Produce customer reports & process SLA compensation requests Follow, and suggest improvements too, processes that result in the successful transition of services from delivery into support, service improvement or customer complaint. ESSENTIAL DUTIES AND RESPONSIBILITIES Take responsibility for tasks assigned, ensuring that stakeholders are updated within agreed SLA’s and that all issues are resolved correctly and efficiently Build and maintain strong relationships with internal and external stakeholders at the appropriate levels to effectively deliver process and overall service improvements Maintain accurate records of activity taken throughout the lifecycle of an assigned task Maintain a good understanding of Claranet’s product catalogue Support team towards continued improvement of team process and customer experience Supporting team members on various transition, complaint or service improvement projects Maintain the integrity of service assets through regular reporting Produce regular reports that detail activity completed and improvements made POSITIONS SPECIFICATIONS Essential Proven record of accomplishment in providing customer support Ability to translate technical language into user friendly information Customer focused Decision maker, able to act decisively under pressure Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude Excellent communication skills (written and verbal) Good understanding of IT service management Proven analytical and problem solving skills Ability to work in a highly pressurised environment in terms of volume and intensity of activity Desirable Experience working in an ITIL environment Previous ISP, Managed Service or Telecoms experience Relevant industry qualifications This job was originally posted as www.totaljobs.com/job/66776634

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