Senior Service Analyst

Global Recycling / Manufacturing group requires a Senior Service Analyst for their Kent office based near Maidstone.

Excellent salary, benefits include generous pension, on-site gym, Monday to Friday 8.30 – 4.30 (office based), great career prospects.

This is an exciting time to join the Global IS team within the group. Their vision is to transform the capability and become a digital strategic partner for their customers delivering a digitally enabled future for the company by undertaking an exciting Global IS transformation programme which sets the foundation for their success.

About the role:

Reporting to the Service Desk Team Lead, this role will work closely with other Global IS colleagues to service impacting incidents and fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or fulfilment. Occasional travel across UK sites will be required.

Senior Service Analyst Accountabilities:

– Deliver day-to-day activities for Incident Management Request, Management Service Desk process, while following the documentation available to support these activities
– Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed service level agreements (SLA’s)
– Support and when required lead quarterly site service reviews presenting SLA reports and collaborate with business stakeholders to optimise site services
– Follow up on end-customer surveys feedback to establish opportunities for future improvements
– Complete relevant training on the execution of in-scope processes and procedures
– Recommend and where applicable deliver continual improvements to operational procedures
– When assigned deliver or lead project work to define timelines and budgets
– Complete or manage tasks on handover and implementation of new service excellence ways of working from GIS transformation into day-to-day operations

Senior Service Analyst Requirements:

– Experience in a service management role or end user support role in a fast-paced industrial or manufacturing industry
– Practical knowledge of IT service management systems and processes and the associated frameworks e.g. ITIL or similar
– Experience of dealing with customers providing both telephone and remote virtual desktop support
– Service performance measurement and reporting skills
– Experience of communicating effectively and work as part of the team
– Experience of the following: PowerShell / automation scripting, Apple iOS / Mac and iPhone support, change and request management, problem management and updating technical guidance and knowledge base documentation
– Technical knowledge of a AD user and computer management
– Basic knowledge of networking, WAN and LAN technologies
– Technical Knowledge of client and server OS’s (Windows 10, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, 0365)
– Knowledge of backup and restore processes
– Experience of working at a local regional and global level and understands the benefits and opportunities within this environment
– IT operating model change experience

This is a rare opportunity to join the IT team of a very successful, and developing group delivering sustainable packaging solutions across the globe.