Service Operations Analyst

Henley Office
£25k - £27k pa
19 Oct 2016
18 Nov 2016
Contract Type
Our client a trade association for the UK passenger railway industry are currently recruiting for a Service Operations Analyst to join their busy team.

- You will support the day to day to operation of the Service to ensure that the service is delivered and in accordance with contracted specifications. You will provide first line support to end users and suppliers for incidents and service requests.
- Your duties will be inclusive of but not limited to;
- Monitoring the performance of the service and escalating any concerns to the Service Manager or the Senior Service Manager.
- Support the day-to-day operation of the Service Desk. Operate the key processes of Event Management, Incident Management, Problem Management, Access Management, Service Request Management and Escalation Management, within the ITIL framework, to ensure that the Service continues to meet customer requirements.
- Investigate and resolve incidents and service requests if possible, or escalate them where they cannot be resolved within the agreed timescales or defined areas of responsibility. This will involve managing the end to end process including liaising with suppliers, keeping customers appraised of progress and documenting solutions for internal and external use;
- Identify and recommend change in accordance with defined processes, procedures and contractual obligations, to improve quality, efficiency and effectiveness of the Product Management service delivery.

Ideally you will have ITIL and/or Prince2 qualifications although this is not essential, you will have previous experience of working on a service desk and have excellent working knowledge of MS office. You will be an excellent communicator and analytical in approach with the ability to identify and resolve problems in a logical way. You will have worked with third party providers/suppliers and will have an understanding of managing service contracts. You will have excellent attention to detail and knowledge of writing efficient and effective business process'. An understanding of the UK railway would be of benefit.