Analyst, Implementation Services
3 weeks ago
Join our Service Assurance team
The Service Assurance team are a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Check Point and Microsoft, which means you will work alongside engineers managing high priority incidents and providing communication to key customer and internal stakeholders.
Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. As a Service Assurance Analyst, you will be responsible for Incident, Change, Transition, Escalation, Problem Management and implementing process and continual service improvements.
This is a 15-Month fixed term contract.
As a Service Assurance Analyst, you'll be responsible for:
ITIL process control - Incident, Transition, Problem and Change management
Onboarding new customers and renewing existing customer's service documentation
Providing on call support for high priority Incidents out of hours
Performance Reporting - specifically linked to ticket handling, SLA & KPI's
Knowledge and use of Industry recognised IT Service Management tools. Preferably ServiceNow
~ Ability to multi-task and prioritise requirements, whilst maintaining a focus on quality work
~ Strong data analysis experience
~ Providing out of hours support via on call rota
In this role, we can offer the following flexible working patterns:
Hybrid working - 2-3 d ays in the office and 2-3 days working from home
Working flexible hours - flexing the times you start and finish during the day
You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.
As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.
Softcat Diversity Inclusion Report 2022.JD - Service Assurance Analyst.
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