Holiday Services Manager

2 weeks ago

Camberley Surrey, United Kingdom Telent Technology Services Ltd Full time

Service Request Analyst
Camberley office based
Permanent, full time
Telent are looking for a Service Request Analyst to be a part of our growing Service Centre team in Camberley Due to an increase of work and high demand of our Managed Services capabilities, we are in a great place to grow our team in ensuring that we maintain successful delivery of our support services.
The Service Request Analyst is responsible for the end-to-end delivery and coordination of Service Requests. They will own escalations through to resolution and flag any risks to delivery as appropriate.
They are responsible for ensuring effective communication to the requestor relating to the progress of their requests and contribute to the contract performance and revenue through meeting delivery timescales and identification of potential chargeable activities.
Service requests can originate from multiple streams including Service Catalogue, 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 adhere to the relevant processes and procedures that feed them and develop 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 incident 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 of services.
The successful candidate must be a driven self-starter with a passion for delivering excellent customer service. Active participation to the Continual Improvement process is key to maintaining customer satisfaction, reduce waste and 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 Service Requests and fulfilment activities
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
Site access management/appointment booking.
Adherence to all policies and procedures
Heirachical and functional escalation management
Contribute towards the Service Request catalogue to ensure its fit for purpose
Support the disaster recovery process
Service Request Analyst - Key requirements:
Effective Time Management
Proficient in Microsoft office applications
ITIL V4 foundation certification
Resource Management
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
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance.

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