IT Service Analyst

**Job Title: IT Service Analyst**
**Location: Leighton Buzzard**
**Working hours: 37.5 hours**
**Salary: £22k to £23k**
**Job purpose**
As a Service Analyst within IT, you will provide key support to the Service Delivery Team in ensuring existing services deliver against their SLA’s and other service targets. You will be one of the key representatives within IT for Service Delivery, thereforeworking with numerous teams within IT and the wider business.

**Responsibilities**:

- Support the Service Delivery team in key IT support processes such as Incident Management, Problem Management and Change Management
- Form part of an adaptable Service Delivery team crossing multiple ITIL aligned service disciplines supporting day to day activities
- Supporting the drive for continuous improvement across key support processes, support groups and 3^rd parties
- Support Service Team in 3^rd party escalations and actions in respect of service quality
- Responsible for obtaining reliable and frequent reporting from 3^rd parties to review effectiveness of processes and communications onwards to other teams
- Support the Service teams in delivering clear, accurate and punctual communications to internal stakeholders and customer facing teams in respect of IT operational processes
- Help support and drive a continuous improvement culture within Service Delivery
- Regular review of support processes, procedures and documentation ensuring quality, consistency and validity.

**Personal Specification & Qualities**:

- Responsible - you will approach your work ensuring that you are putting the customer at the heart of all IT approaches and services; demonstrating a strong sense of ethics in ‘doing the right thing’
- Straightforward - your communication uses everyday language that takes the complex and makes it easier and relevant for our peopleto understand
- Passionate and relentless - you’ll achieve yours, colleagues, and the businesses ambitions, in a multitude of ways and overcoming setbacks along the way. Passionate about continuously improving the service IT delivers to its customers.
- Personal and authentic - you will create your own personal brand, being approachable to our people and Leaders, with a strong sense of humility
- Infectious Energy - the way you go about carrying out your role, with passion, energy, and determination to make a difference, will inspire others to deliver successful results and to continually challenge you and them.

The little bit of difference that you make to colleagues each day will be bring a massive difference to whole business
**Skills and Qualifications**:

- ITIL V3 Foundation (ideally)
- Excellent communication/ relationship building skills.
- Excellent written and verbal communication and presentational skills
- Must be a self-starter, proactive and highly organised
- Proven ability to achieve results through effective management of technical expertise.
- Excellent problem solving and decision making skills
- Strong customer focus
- Ability to work effectively under pressure
- A practical and logical approach to problem management

**About us**
Connells Group is one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 1200 branches nationwide, the Group combines residential sales and lettings expertise with a range ofconsumer and corporate services.