Service Request Analyst
Location: Flexible Work Location (1 day per week from the Camberley office)
Job type: Permanent, full time (Standard 37.5 hours)
Ref: (00)555
Telent are looking for a Service Request Analyst to be a part of the Service Centre team. Due to an increase of work and high demand of our Managed Services capabilities from Public Sector enterprise clients, we are in a great place to hire, so that we maintain successful delivery of our support services. The role requires the successful candidate to effectively work from home, AND travel to the Camberley office at least 1 day per week for collaborative working (locally agreed).
The Service Request Analyst is responsible for the end-to-end delivery and coordination of Service Requests received by our Public Sector enterprise clients. You will work collaboratively across diverse teams and our suppliers to enable the successful fulfilment of service requests; ensure they are delivered to a high standard and within the agreed SLA’s and timescales, to achieve high levels of customer satisfaction. You will own any escalations through to resolution and flag any risks to the delivery as appropriate.
The Service Request Analyst will also be responsible for ensuring effective communication to the requestor, providing update reports and progress of their service requests whilst contributing to the contract performance and revenue through the meeting of delivery timescales and identification of potential chargeable activities.
Service Requests can originate from multiple streams including service catalogues, incidents, problems, changes, and releases. They can also range from very simple resource requests to complex multi layered requests that will require more collaborative planning. It is therefore important to have a good working knowledge of and adherence to the relevant processes and procedures that feed into good working relationships with the support teams across the business.
The Request Fulfilment team will provide disaster recovery support to the service desks in the event of a major incidents, and to ensure that business critical functions are covered whilst disaster recovery plans are initiated to minimise the impact to our customers. Full training will be provided to enable to seamless cutover and crossover of the services.
The successful Service Request Analyst must be a driven self-starter with a passion for delivering excellent customer service. You will also actively participate to Continual Improvement, as it is key to maintaining customer satisfaction, reduce wastage, improve business processes and service offerings. Every member of the team will be expected to contribute towards and support the rollout of improvement initiatives, taking a collaborative approach and demonstrating positive “can do” behaviours.
Service Request Analyst – What you’ll do:
- End-to-end ownership of all Service Requests and any fulfilment activities
- Identify and understand the requirements and engage with internal departments, customers and 3rd parties as applicable
- Effective communication to internal and external stakeholders
- Identify continual improvement opportunities
- Ensure high levels of customer satisfaction
- Ensure all QEHS risks are flagged, and appropriate measures are in place to enable safe working practices
- Ensure all Service Requests are planned, scheduled and fulfilled within agreed targets and prioritise critical requests as appropriate
- Identify efficiencies by combining planned and reactive work at the same sites
- Ordering of spares and parts
- Site access management/appointment booking
- Be prepared to reprioritise work at short notice to meet critical requests
- Adherence to all policies and procedures
- Heirachical and functional escalation management – training provided
- Contribute towards the Service Request catalogue to ensure its fit for purpose
- Provide guidance to end users where processes are not being followed
- Highlight any issues in relation to “scheduling tools” to ensure its up to date for effective tasking
- Support the disaster recovery process when required
Service Request Analyst – Key requirements:
- Excellent organisational skills and ability to prioritise most to least urgent
- Excellent verbal and written communication skills
- Effective time management skills and ability to meet deadlines
- Proficient in Microsoft Office applications (MS Word, MS Excel, MS Teams, MS Outlook)
- SC, NPPV3 & Parliament Security Clearances, or the ability to obtain them
- ITIL V4 Foundation certification (desirable)
- Resource Management experience
- Working knowledge of Remedy ITSM suite or similar to an ITSM application
What we offer:
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
The additional benefits with this role:
- 26 days holiday, plus public holidays, and the option to buy or sell five days each year
- Company matched pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
Brilliance brought together.
We are guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focussed
